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Complaint Details
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Initial Complaint
06/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company will sign you up for reoccurring subscriptions without your authorization or approval. And once they do, they do not advise you they will be sending another order until after they have sent it. They do not answer phones at all or emails in a timely manner.
Business response
06/24/2024
Hello, please see attached screenshots that detail the subscription process for the product the customer purchased. Note that at multiple points throughout the shopping process, the customer selects either a one-time purchase or subscription discount, then the subscription frequency, then at checkout it shows the subscription interval as well as post checkout and via email.
Our customer policy is so customer-centric, that we do not even have a minimum subscription period for cancellation. However, please note that if any confusion was caused to the customer, we did go ahead and cancel the subscription as well as refunded the customer as shown in the attachment. We hope this satisfies this complaint and we can serve this customer again in the future.
Initial Complaint
06/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a box of ******** ******************. The fruits I received were not a match to the item description nor were they fit for consumption. They were terribly rotten and smelly. Upon issuing my complaint they refused me a refund and sent a replacement which also came rotten. When I began my conversation with customer service they discontinued the conversation and my issue has not yet been resolved. I would like a full refund for their non compliance to have fulfilled my satisfactory needs.Business response
08/02/2023
Hello,
******'s 1st box of mangoes were reported to have quality/shipping issues. We immediately sent out a replacement box (free of charge). Customer reported issues for the 2nd box as well, however refused to submit pictures as our policy states for a full refund. We gladly refund or replace any product received in bad condition. We are in the business of shipping perishables and many things can be out of our control. The only thing we requested was for a picture with the damaged product, no need to send it back on 6/12/23. To date we have not received the picture requested. We also advised customer that a ful store credit or another replacement would be an option if they weren't able to provide the photo however customer did not respond. Customer has submitted a chargeback on 7/10/23 with their bank and the funds are not in our acct anymore. They will need to check on the status of their chargeback.
June 12, 202309:57 PM | ******* from Tropical Fruit Box: As part of our policy, for a refund we do need photos. However, we are happy to send a replacement or offer a full store credit!
Reported a chargeback on 7/10/23 to our bank for this transaction and until both banks close the case we are not able to refund
$164.00 USD was deducted from your Jul 10, 2023 payout because of a chargeback.
9:18 PM
July 6
A chargeback totaling $164.00 USD was not protected by Shopify Protect because it was not fraudulent.
2:49 PM
$164.00 USD will be deducted from your next payout because of a chargeback.
2:49 PMInitial Complaint
03/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On march 1st I purchased a fruit box worth ****** dollars. While my fruit was delivered most of it was molded. I contacted the business the same day to bring it to their attention. I spoke to 2 different people from the company via chat on their website. I also sent the requested pictures to two different ladies in the chat. I was told my items would be replaced but they havent replaced or replied to me. After sending pictures and being told it would be replaced I received an email asking for pictures a third time. After being told already that they verified the pictures and promised me of a replacement. At this point I dont even want a replacement I want a refund of my money. Its been almost a week and no one has said anything about my replacement.Initial Complaint
12/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Order #***** ***** followed up with me after I sent pics of fruit that arrived bruised, tasteless, and bitter. She offered to refund the order according to their policy and then after I sent an email agreeing to this, there was no follow-up from the company.I've sent several emails since and instead of the usual reply within a few hours, Tropical Fruit Box didn't respond.The quality of the fruit was very low, and, had I bought these at a local grocery store I would have returned them. In all honesty, the grocery store tropical fruit offerings have been far better than the produce sent to us. I don't mind paying for good quality but most of this order was terrible.Business response
01/10/2023
Hello, sorry to hear that you are unhappy with your order and thank you for bringing this to our attention. We have reviewed your case log and seen that our team alerted you various times to a partial refund of $83.00 that was issued on 12/4/22 for the portion of the order that arrived damaged. Please confirm that you received this refund and any other feedback you may have at this time.
Customer response
01/10/2023
Complaint: 18534465
I am rejecting this response because: the company provided no proof of the refund. Please provide a copy of the transaction with the refund that you outline and a copy of the correspondence to me about the "various correspondence" of the refund. Thank you
Sincerely,
*************************Business response
01/12/2023
Hello, attached please find the record of the refunded transaction as requested as well as the email logs where the customer was advised by 2 separate agents about the partial refund.Customer response
01/13/2023
Complaint: 18534465
I am rejecting this response because: I have asked for PROOF of the refund. This is the THIRD request for the proof of refund. This company states they've sent correspondence many times to me yet I've seen zero. Please provide a copy of the actual refund transaction because it is not showing on the credit card statement.
Sincerely,
*************************Business response
01/21/2023
Hi *****, need some direction. In the last exchange, I submitted attachments of the communications from our customer team referencing the refund and a screenshot of the transactions within the store for this order that shows the refund log. What further information does your team need? Thanks
Initial Complaint
07/31/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We placed an order with Tropical Fruit Box **** (hereafter abbreviated TFB), in early July, and six fruits arrived appearing as though they had either been damaged in transit or were extremely overripe. This company's fruit products are very expensive, and so naturally, we expected fresh, undamaged fruit. We reached out to Tropical Fruit Box via email at ******************************** on 07/15, 07/21, and 07/22/2022, and we have saved our emails to them in the event that we need to escalate this matter further after attempting to resolve it through BBB. They have a stated policy around problematic orders, yet they still haven't responded to us as of today, 07/31/2022. We would like a partial refund, and it would be helpful to find out why this company refuses to reply to a brand new customer who received damaged products. We thank the BBB for their investigation into this for-profit corporation based in *****, ******* (although our research also revealed a **************** address).Company Name: TROPICAL FRUIT BOX INC.Entity Type: DOMESTIC PROFIT CORPORATION File Number: P21000024385 Company Contact: ***********************************Business response
08/22/2022
Hello, please note this customer was refunded as requested on 8/1/22 and should therefore be resolved satisfactorily for the customer. Thank you.Initial Complaint
02/02/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Date of Order: 12.13.21 Paid: $189.00 Create Your Own Exotic Fruit Box - 8 pounds of fruit - Order #72138 The box arrived with 8 pieces of fruit (very pricey at $24 per fruit). Had the fruit been at least edible, I would've just chalked it up as an expensive lesson not to buy from them again. But then, some of the fruits arrived moldy and I had to throw them away. I wrote to the company, and they said they would replace them. Instead of just sending a full replacement box right away, they wanted to wait for me to try the other fruits when they ripened and let them know. One of the cherimoya was bad and the others weren't ripe yet. They replaced the two moldy soursop with mamey and said they would replace the bad cherimoya but wanted me to wait until the sapote ripened to let them know, and they turned out to be bad as well. When I let them know, they reneged and said instead that they would give me a $20 credit for another purchase. I was only able to eat three (3) of the eight (8) fruits they shipped. I've received shipped tropical fruit from Miami Fruit and never had this problem. Thanks for your assistance.Business response
03/25/2022
Hi *****, thank you for bringing your case to our attention. We went back and reviewed your order and customer service case and did see that you received several courtesy replacements due to shipping delays and fruits that did not ripen correctly, both which by our freshness guarantee company policy, we do honor and try to make right with our customers. We apologize that you were still unhappy after our several attempts to rectify your order issues and have gone ahead and processed a full refund. Thank you for supporting our small business, hope we can serve you again in the future.
Best wishes,
TFB
Customer response
03/28/2022
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,
***** ********i
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Get a QuoteCustomer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.