Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered products and paid for them but the company has not shipped the product. I've asked the company by written communication about the status of my order and have received no response. Others online also complain the company's shipping and failure to receive orders.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was on a subscription service but because the product did not work, I cancelled the subscription. However prior to doing so, a shipment of 2 products were sent out. I received the items and have not opened as I need to return for a full refund. I have tried their numerous avenues of contacting customer service and their chat service connects but there is no one ******* it, and I have sent several emails with confirmation from their auto email responses that someone will contact me to which absolutely no one has. I want my refund of $36.89 for Order number # ******* for customer email account *******************

  Business response

  05/15/2024

  Hello, I hope this message finds you well. On April 29th 2024 we issued a full refund for order 1541296 after we received the request in our chat from the customer to refund the product. The refund was accepted by the system on April 29th. 

  I have attached relevant screenshots from our order processing software and our Payment provider authorize.net.

  We thank you June for reaching out to us. I am sorry for any confusion with communication or the refund. We are availibe on our live chat M-F 9 to 5 Mountain Time and through our email address **********************************. 

   

  Thank you so much again. 

   

   

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The company's "customer support" is horrible. Only email and chat are available and no one can answer a simple question: when will my item ship? It has been 5 days since I placed the order and I've had two online chats with their "customer support" and have written an email. I was even given a phone number and when called, I get a voicemail. No one can tell me when it will ship and no one will give me a refund.

  Business response

  04/26/2024

  Hi there, thank you for leaving us this review on BBB and allowing us the chance to respond to your complaint.

  We understand the frustration of not being able to get in touch with customer service agents as soon as you reach out - we are working diligently with a very small local team to respond to hundreds of requests per day, so we sincerely appreciate your patience.

  We see that you emailed us on Wednesday, 4/24/2024, requesting a refund for an unopened product as you did not cancel your subscription in time before it was shipped. We were able to respond the following day (within our 24 business hour timeframe for responses), Thursday, 4/25/2024 with instructions on how to process a return with us for a full refund on your package. 

  At this time, we do not have a "live" phone system as we do not have enough representatives to answer incoming calls as well as chats and emails, but we are working hard to find a resolution to how we can help all of our customers in a timely and professional manner.

  I hope this helps to clarify your complaint and reason for posting this on the BBB.

  If you need anything from us, please feel free to reach out via email directly ********************************** and we will be sure to put your correspondence in priority and get back to you within 1 business day.

  Customer response

  04/26/2024

  I received a refund and am content.  TrustPilot reviews also show that this company has "horrible customer service" so it would be good for their business if they would put people on chat and email response teams who can answer simple questions like: When will my item be shipped? without going into circular nonsensical answers like: You will receive an email when your item is shipped.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I want to cancel all subscriptions, but they block you from being able to delete scheduled orders/ subscriptions or delete your payment method. They don't answer emails and give you a run around when you get a person and tell them you want to cancel your subscriptions.

  Business response

  02/06/2024

  Hello ******************* 

  Thank you for choosing NuLeaf Naturals and being a valued member of our subscription program, we are sorry to see you go. 

  Your subscription associated with the email address Cat****23@g****.com has been canceled and deleted. All saved payment information has also been deleted and removed from our system.
  
  
  You will no longer receive auto shipments.
  
  Once again, we appreciate your support and wish you all the best. Thank you for being a part of the NuLeaf Naturals family.

  Customer response

  02/06/2024

   
  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

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I do not want to receive any automatic shipments!! Stop auto shipments!

  Business response

  12/12/2023

  Hello ******,Thank you so much for your order and subscription. We have successfully canceled the subscription you set up in August under the email *********************** I've attached information to this message confirming the cancellation of the subscription and the refund of the order. Additionally, you will receive a separate confirmation email for the refund to your ********************** address.On our website, you have the option of "One-time Purchase" and "Subscribe & Save 20%." In August, you placed a Subscribe and Save order with a processing frequency of every 4 weeks. This subscription has now been canceled, and the latest order in the subscription has been refunded. Thank you again for your subscription and placing orders with us. We have also responded to the email you sent us directly, and please know that we are always here to help in any way we can.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned a CBD product to NuLeaf in August well before the 30 day return window. They company said no problem and they would refund me. In the time it took the product to get to the company, my debit card that I paid with was hacked. My bank had to cancel that card and give me a new card. NuLeaf is claiming there is NO WAY to put my refund on a new card and there is no way they can give me my money back. This is unacceptable! I have contacted them a dozen times, no manager will speak to me. I'm told they are always out or busy. I call the company and get the voicemail and no one ever returns my call. This is unacceptable! It's been 3 months now and I just want my money back.

  Business response

  11/06/2023

  Hello ****, thank you for your message. I sincerely apologize for the complications related to the refund process. Unfortunately, due to the card being compromised, our system was unable to issue a direct refund to the card. Instead, we've taken the necessary steps to send a physical check for the total amount of your order to the address you provided when we  communicated with you regarding the refund.
  
  I want to express my gratitude for your patience throughout this situation. Once again, I'm truly sorry for any issues and complications you've experienced on our end with the refund process. At Nuleaf, we are committed to assisting you to the best of our abilities. If there's anything more we can do to help, please do not hesitate to let us know.
  

  Thank you for your understanding.

  Customer response

  11/06/2023

   
  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. I did finally receive my refund and have no further issue.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: 7/14/2023.Amount paid for transaction: total of $44.What the business committed to provide: item (cbd oil) purchased within 1-2 business days (I paid $25 extra for fast shipping).Nature of the dispute: they did not deliver within 1-2 business days as promised. I received the package until the 3rd business day on 7/19/2023.Whether or not the business has tried to resolve this problem: they have not. I emailed them asking for a refund of the fast shipping cost since I did not receive the package on time but they refused to refund me the fast shipping cost. Account/order number: order ID is *******. Tracking number is 1Z87WE171393663737.

  Business response

  07/28/2023

  Hello *******,

  Orders placed after business hours on a Friday evening will not be packaged until the following Monday, as yours was. It left our facility Monday early evening as planned (about 4:45pm) and arrived at your home at 10:51am on Wednesday, about 45 hours after it was shipped. This package was delivered with express shipping.

  You were also provided a discount code on a future order.

  Please let us know if we can assist you further.

  Customer response

  07/28/2023

   
  Complaint: 20371100
  
  I am rejecting this response because: this was delivered in 3 business days not within 1-2 business days as expected.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company is selling CBD products to customers in ********* and shipping for personal use.They are not informing their ********* customers that to use CBD in *********, you require a medical prescription. It is not legal to import CBD into ********* for personal use without first obtaining legal permission. These products can be seized and in some cases, the buyer can be prosecuted. I purchased CBD oil capsules from NuLeaf without knowing this, I take responsibility for my ignorance. However I believe that they have an moral responsibility to inform their international customers that they need to understand the laws in their own country before wasting their money or risking legal charges.In ********* we have the personal importation scheme, which allows you to legally import from overseas a 3-month supply of most therapeutic goods for personal use. However, the goods must NOT contain a controlled substance. Controlled substances require a licence and/or permit to import. Cannabinoids such as CBD oil are a controlled substance.Today is 16th Feb 2023, according to the shipment tracking, my purchase has been in ****** ********* 'awaiting clearance' since 18th Jan 2023. This is not something that happens with permitted products, it appears that my order has been seized by Border Force. I am now hoping that the authorities will not take it any further.I informed NuLeaf about all of the above, I told them that they have a responsibility to provide warnings on their website; currently they have none. They responded by gaslighting me. They said that the current legal situation in ********* is not a problem and that I am incorrect, but these are the laws and they are a fact! NuLeaf have not offered an apology or refund. They just said that NuLeaf is not a good fit for me. I have now asked them for a refund.I want a full refund from NuLeaf and for them to update their website with warnings for international customers. See website: ***********************************

  Business response

  02/16/2023

  Hi ******,

   

  Thank you for your legal review of the current cannabis laws in both the ** and *********. As discussed in our email communication, the resources you shared from 2021 are not suitable resources to determine your opinion on the matter of cannabis regulations as many new regulatory statements have been shared since. We will continue to investigate the restrictions and adjust our website accordingly.

   

  Please feel free to contact us directly for any additional questions and concerns. 

  Customer response

  02/16/2023

   
  Complaint: 19412307
  
  I am rejecting this response because:

  My order has not arrived. It has been stuck in customs in ****** since the 18th January 2023. The two PDF screen shots I provided of tracking information, from 16th February 2023 are evidence of this.

  At which date we can agree that it is not going to get through customs (Border Force)? At what date will you refund the product and postage costs?

  I would also like you to please show these 'regulatory statements have been shared since'. Please provide evidence that this all just my 'opinion on the matter of cannabis regulations'.

  *********************************************

  Business response

  03/06/2023

  Hi ******,

   

  Since your tracking still has not updated and we are nearing 8 weeks I have gone ahead and issued a full refund. Please let us know if there is anything else we can assist you with.

  Customer response

  03/08/2023

   
  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.
  
  **********************************************

• Initial Complaint

  08/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a CBD product from them and received a tracking notice that appears to be fraudulent as it doesn't and hasn't updated for a week. After being notified that it ships in 2-3 days, after a week I still don't have the product. I've sent two emails to customer service with no response. I want my money back.

  Business response

  08/18/2022

  Hi Kienan,

  I apologize your email was not responded to immediately. You reached out in the afternoon on Tuesday and then again after business hours. Your refund was processed the next day. Your order is currently out for delivery.

  Best,

   

  Customer response

  08/18/2022

   
  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,
  
  *********************

*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. ↩