Complaints

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

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  Lundberg Family Farms

  5370 Church St Richvale, CA 95974

• 

  Lundberg Family Farms

  PO Box 369 Richvale, CA 95974-0369

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:11/07/2023

  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 had an issue with their brown rice crackers which chipped my tooth veneer 9/2/23. I bit into the cracker and something hard was in it either a stone or outer shell of the brown rice. I reached out to company and left several voicemails and didnt get a response. I went to their website as a result and filled out a form with the issue and finally got a response. At their request I sent back the brown rice cracker that I bit into along with packaging, letter from my dentist also. I requested cost of getting new veneer $2,200. To date I have sent emails requesting update and they continue to tell me they have no heard back from their QA team. Its been over 2 months now and no response.

  Business Response

  Date: 11/14/2023

  This customer contacted the ********************** Customer Support Team on Tuesday, September 5th via 1 email and 2 voicemails. She notified us that her veneer cracked after eating one of our products.

  On the same day, September 5th, our **************** team reached out and requested product details (including remaining product) and documentation from her dentist for her dental work and she requested a callback. 

  
  Customer service called and spoke with the customer on September 6th in a 7 minute call where we requested the product details and documentation again.  

  
  On September 24th, she sent the requested information into our team and it was received on October 3rd and sent to our QA lab. Our team let the customer know we should have an answer in 1-3 weeks. On October 20th we let her know it was going to take another week or so.  

  
  On November 3rd our QA team concluded their investigation and on November 7th our **************** team let the customer now we can approve her request for dental reimbursement.  

  
  The Lundberg Family Farms **************** team gets back to consumers when they first contact us within 1 business day and that service level agreement was met in this ticket. Sometimes when we need to investigate our response time can be longer than 1 business day. 

  
  When our QA team needed extra time to perform their investigation, that was communicated to the customer. 

  
  We have also approved the requested refund for this customer, and this is in progress.  That said, were sorry to hear she was disappointed in the time-frame it took for us to investigate and review her request. We take these kinds of requests very seriously and that means that we take some extra time to do our due diligence in looking into these issues.  

  
  The ticket history showing emails and phone call dates and time-stamps is attached for review.  A larger PDF version is also available.

• Initial Complaint

  Date:03/13/2023

  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.

  Rice Nerds (Lundberg Family Farms)Feb 27, 2023, 13:38 PST Hello **********************, Thank you for your email. I have sent your details over to our QA team so they are aware of this and can look into it further. As soon as I hear back from them, I will follow up with you. Best, ************************* The Lundberg ******************** ************ Email: ******************************** ***************** | ************ | ********, ** 95974Barry ************ Feb 27, 2023, 12:24 PST THIRD NOTICE !!! Without Any Reply in Over a week.---------- Forwarded message ---------From: Bear Will <******************>Date: Fri, Feb 24, 2023 at 4:22?PM Subject: Re: [Lundberg Family Farms] Re: Illness complaint - return ***** - ************ To: <****************************************************************>Second message, still No reply:Bear Will <******************>Feb 18, 2023, 2:33 AM (6 days ago)to hello+******** Hello Lundberg, negative reactions to the jasmine ***** toxic to us The bag of jasmine **** is a product of ******** & the Best By date says 10 NOV 2013, it looks like a possible printing error, but can't be sure. I never looked at it when we received the 10 ********* only opened 1 box. She said short tempered & cranky, swollen hands, loss of dexterity in her hands, nauseous, sick to her stomach, brain fog (memory impairment & recall) & her face broke out, & that really pist her off. I also had the brain fog, as well as balance impairment, dexterity in my **************** bones & joints still aching in my *************** after almost a week now. Getting better with organic herbs & DE diatomaceous earth to help remove petroleum toxins for our bodies.Tendon pain in my forearms & aching deep in my shoulders & joins & knees. We would just like to exchange it for Your CA. Organic Basmati Rice, If you could email labels You have my ********** account & my shopping cart has 10 - 25lb. bags of Your Organic Basmati Rice in it.My cell # is; **************

  Business Response

  Date: 03/14/2023

  Hello BBB,
  
  On February 16th, 2023, this customer reported an allergic reaction to a very large order (250 lbs) of rice they purchased on 2/1/23.
  
  Our customer service team responded by apologizing for the experience, asking for product details, educating about farming practices and rice sourcing. We did confirm that we generally can help with replacement product when an illness occurs, but wanted to know if this issue happen with all 10 bags in the order.
  
  The customer replied and wanted to return all 250 lbs. of rice from their order. They confirmed they were highly sensitive to petroleum toxins. After eating the rice, rice flour and beef, they became short tempered & dranky,swollen hands, loss of dexterity in her hands, nauseous, sick to her stomach, brain fog (memory impairment & recall) & her face broke out.He confirmed their dogs also had diarrhea & were very lethargic, with that down in the dumps look of not feeling well. 
  
  This customer confirmed being on a limited budget, diet and also wary of imported and non-organic products. He did want a refund or wanted to exchange for Organic ********** ******* Rice. At this time, we dont offer a ****************************** **********, all of our Organic White ******* Rice is either grown in **********, ***** or ********, so an exchange was not an option. We were also wary to give a refund immediately, due to the nature of the large bulk order, so we wanted to gather more information from the consumer and our ***************** leads to look into this further.
  
  Our ***************** Director provided some details about the high quality of this product and the food safety practices of our partners in ******** and that was passed onto the customer. We didnt hear back from him after 7 days, so his case was closed.
  
  Attached is the full interaction between the consumer and our customer service team (the Rice Nerds), our site stating that this rice is grown in ******** which you can see before adding this product to your cart (***************************************************************************)and our Refund Policy stating we dont accept returns back to the farm (**************************************************************), but are happy to work with customers.
  
  We didn't hear back from this customer, so we didn't offer compensation, but at this time, we are still happy to discuss options.

  Thank you,
  
  Lundberg Family Farms

  Customer Answer

  Date: 03/15/2023

  I am rejecting this response because: Only one box & bag was opened still packed as it was sent, with a code date of NOV 10 2013 on the bag opened.

  This is the same type of runaround I received trying to rectify with the supplier as we will not open any other boxes and attempt to consume the rice product. Item wasn't clearly explained as being a product of a foreign country.

  We offered to even return the products to ***** for return shipping, no response as too return labels, we also offered to pay for return shipping if that was a big issue also. We would just like a refund at this point, as the supplier no longer seems reputable & stand by the quality of the products they're selling.

  Now after the runaround, we are told about the 7 day return policy.

  We're not spending over $1000 for a product that is toxic to us & expect us to try & consume it, this is off the chart asinine & obviously not a good faith business model nor projecting a respectful business practice with repeat customers.

  We've tried very hard & respectfully to come to an acceptable conclusion of this transaction, which has been met with delays & double talk.

  
  

  Business Response

  Date: 03/15/2023

  Hello,
  
  Thank you for your patience. As stated, we're happy to work with customers that express dislike for our products. For this, I have issued a refund for the items in this order. 

  We also notified the customer directly via email. 

  Thank you again for your patience while we worked through this issue. 
  

  Best, 

  The Lundberg Support Team

   

  Customer Answer

  Date: 03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:10/31/2022

  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 ***** packages of Lundberg thin stacker rice crackers that are all stale. I have called and emailed the company numerous times after initially hearing back from, I believe the reps name was, *******. I offered to return the product to Lundberg, ******* insisted that the only way the company would address this would be to provide coupons. I asked for a call back from someone in a supervisory capacity. That never happened. I am stuck with inedible product that I purchased in good faith. At the time I spoke with ******* ALL of the packages were within the earliest expiration date. Despite my emails and phone messages seeking resolution, Lundberg has not followed up with me. Please note that the photo includes only part of the product. The remaining boxes are at another location. I look forward to a refund for the stale product.

  Business Response

  Date: 11/09/2022

  For quality complaints concerning Lundberg Family Farms products, we do our best to provide a satisfactory resolution that is within our compensation policy.  
  
  
   
  
  
  The policy states that once we collect product UPC, store name/location and best before date, we can offer free product vouchers to help replace the affected product. In the event that free product vouchers dont cover the cost (product
   above $10), we have the option to send out replacement product. Refunds will not be given for any situation. This is stated in the attached Consumer Compensation Policy.
  
  
   
  
  
  On 10/11/22, our Consumer Engagement Coordinator (tier 2) communicated over the phone with this customer. The customer requested a refund and an escalation above tier 2. The customer was informed that refunds are not within our compensation
   policy, free product vouchers can be sent out instead. They were also informed that they were speaking to the highest tier of customer support for our company.  
  
  
   
  
  
  The customer emailed again on 10/24/22 and corresponded with our Consumer Response Representative (tier 1). Our rep sent 2 follow up emails to request product best before dates and didnt hear back. 
  
  
   
  
  
  We at Lundberg Family Farms take great pride in the quality of our products and ensuring consumer satisfaction is our greatest concern, so we made it a priority to go above and beyond our current policy to assist this customer. We
   contacted them again on 11/3/22. In this interaction we were able to find a resolution by sending product vouchers to help replacement product and we are now working to issue a refund for the product they purchased

  Customer Answer

  Date: 11/09/2022

  I am rejecting this response because:I spoke with *******. She advised that she would send out vouchers. I left a message for ******* to advise as to how many vouchers she would send and the value of each voucher. I did not hear back with this information. 
  I offered to return the product to Lundberg. This company offers poor customer service by putting the onus on me to use my time to gather information for many packages of stale product. I am not at my home at this time therefore have no way of verifying if ******* has followed through or not, since she did not answer my questions in her voice message. Its tedious to contact their customer service because no one ever answers the phone right away, meaning that a message has to be left, and they take many days to get back to the customer. I purchased product in good faith, the company response does not acknowledge that.

  Again, I look forward to complete and satisfactory resolution of this situation.

  Business Response

  Date: 11/10/2022

  Thank you for notifying us of the rejection.

  First, our customer support team is small. It consists of 1 tier 1 representative and 1 tier 2 representative. If you reach our voicemail, we make a callback within 1 business day. At times of high volume, that can extend to 2 or 3 business days and we communicate that as much as possible. 

  Attached are the 2 most recent tickets in our system that document our interactions with this customer. The voicemail recording from November 3rd, 2022 is a recording of our representative leaving a message stating that she was sending 20 vouchers, worth up to $10 each. This answered the customer's question promptly and thoroughly.

  Ticket 1 ****** is documentation showing that our representative emailing the tracking number for the vouchers. They were delivered on November 8th. The following email also offers the customer a refund option for the product she purchased and we requested the quantity and amount paid in order to start the process. We did not hear back after November 8th. 

  Customer satisfaction is our top concern and we deeply want to help make this situation right and help this customer feel whole after this quality issue. We have reached out various times through phone and email and we have offered this customer a refund to help rectify. 

  Customer Answer

  Date: 11/11/2022

  I am rejecting this response because:

  Now that I have the coupons in my hand, it is untenable that everyone of the 20 coupons that were sent expires on 12/31/2022. That is seven weeks away. I cannot use all of these coupons in the short time frame offered. 
  
  I have invested a great deal of time in attempting to get resolution on this situation. For Lundberg to request that I spend more time making note of information on every package of their stale product is unacceptable. I offered to send the product back to Lundberg, if a shipping label is provided by Lundberg. This would also involve an effort and time on my behalf.

  If the product wasnt stale there would be no issue. It is stale and the issue must be resolved to my satisfaction, either with a refund per the price that is displayed on the Lundberg website or with coupons that have viable ie two + year expiration date. 
  

  Thank you

   

   

   

   

   

  
  

  Business Response

  Date: 11/16/2022

  Thanks for your email. We really want to resolve this issue, but wanted to assure you that the vouchers were sent to help you purchase products while we looked into refund options. We stated that they would expire at the end of the year in an email on November 3rd, 2022.

  We offered a refund for the products on November 8th, 2022 and haven't heard back yet. Customer satisfaction is our top concern and it is our priority to make this situation right, so we sent a follow up email today.

  We need the following information in order to process this refund: 

  Quantity of Red Rice & Quinoa Thin Stackers
  Quantify of Salt Free Thin Stackers
  Price paid for the product
  Any receipts (if you have them still, but not necessary)

  Hoping to hear back soon!