We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hemp Products

NuLeaf Naturals

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hemp Products.

Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/09/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 ordered four items from Nuleaf but only received two of the items. I attempted to contact customer service several times by phone and email. I have not received a response or help with the issue. **************** is nonexistent.

  • Initial Complaint

    Date:02/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Feb 2025 Only half of the order was delivered . Company does not acknowledge e-mails, text messages or phone calls. The chat feature is also useless. Even the form on the site for contact is ignored. Been seeing a lot similar complaints yet the company is still taking orders by credit card yet doesn't deliver the items. This used to be a stellar company but obviously was sold and new owners are not being accountable for anything .... they take orders and payment but do not deliver items.

    Business Response

    Date: 03/18/2025

    Please accept our apologies for the lack of communication.  We experienced elevated stock shortages and shipping delays over the past three months.  During that time we also switched customer service providers and experienced less than acceptable performance on their part.  We are committed to improving in these areas and sincerely apologize for the poor service that you received.  We hope that you will give us another chance as we are actively working to improve our performance.

  • Initial Complaint

    Date:01/18/2025

    Type:Delivery Issues
    Status:
    Answered
    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 trying to obtain the Certificate if analysis of my products. Nuleaf self search of *** does not work and gives an error. I have reached out 2 times and its been over 2 weeks with no answer or resolution. Its regarding order ******* and order *******. I will not order from them again if i cant get COA. I also had an order shipped that was missing a cbd oil. That order was *******, i got the 2 containers of gummies but no oil. Thank you

    Business Response

    Date: 03/18/2025

    We apologize for the issues that you have experienced.  We encountered significant stock and shipping issues during December and January.  We have resolved those issues and this order was fully fulfilled.  We are committed to resolving the drivers of the issues that we experienced and hope to retain your business going forward.  Someone will reach out to you personally about the *****

  • Initial Complaint

    Date:01/09/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 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

    Date:04/25/2024

    Type:Product Issues
    Status:
    Resolved
    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 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

    Date: 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

    Date:04/24/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    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

    Date: 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 Answer

    Date: 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

    Date:02/03/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 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

    Date: 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 Answer

    Date: 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

    Date:12/12/2023

    Type:Product Issues
    Status:
    Answered
    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 do not want to receive any automatic shipments!! Stop auto shipments!

    Business Response

    Date: 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

    Date:10/24/2023

    Type:Product Issues
    Status:
    Resolved
    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 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

    Date: 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 Answer

    Date: 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

    Date:07/25/2023

    Type:Product Issues
    Status:
    Answered
    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.
    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

    Date: 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 Answer

    Date: 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,

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

NuLeaf Naturals is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.