ComplaintsforFrontier Coop
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Complaint Details
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Initial Complaint
03/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On February 24, I placed a small order with Frontier Co-Op for a total charge of $36.69. The business committed to provide me with products of a usable quality in exchange for the money I paid them. The two items I ordered arrived in damaged condition. I sampled the tea and it was defective. I emailed their customer service and requested to send the products back for a refund. It is not unheard of for employees to steal from their employer by taking defective or expired products and selling them on the side, repackaging them in a bag with a falsified expiration date, batch number, or vendor lot number. All it takes is a few individuals working at the shipping department to put damaged items that were repackaged into the box mailed to a customer. The response from the business for my return request was defensive, implying that my product feedback was not realistic, because 1) their rigorous vendor compliance program, 2) incoming shipments are inspected, 3) their vendors are certified by a stringent third party, 4) their products are given a battery of tests including microbiological tests, organoleptic standards, and analytical chemistry tests.They did not follow their return policy as published on their website and refused the return. It seems that this company is perpetrating fraud by selling products that should have been thrown into the dumpster.Business response
03/11/2024
Monday,March 04, 2024 *************************** had written to us that she would like to request a return for her order. She stated that she believed the product to be fraudulent and poisoned.
Wednesday,March 06, 2024 We had responded to ******* outlining our testing protocol and let her know that we had submitted her complaint to our quality assurance team to review. We had advised that We will not offer shipping label or refund until Quality has had time to address the concerns and view our retained lot. This is our standard protocol when it comes to complaints about the quality of our products.
Friday, March 8th, 2024 We reached out to ******* and advised that we would like to pick up the milk thistle seeds to bring them back for testing. We have offered to send ***** to Cheleas home to pick up the product at no cost to her. We had also advised that we will be issuing a refund for her order. This refund has been submitted and will be credited back to Chelseas credit card within 7-10 business days.Monday, March 11th 2024 - We have been in contact with ******* and are sending her a prepaid shipping label to send this product back to us for review. This is at her request.
Customer response
03/16/2024
Complaint: 21397422I am rejecting this response because: you advertised a satisfaction guarantee in your return policy on your website and did not disclose within it anything about delaying returns until Quality has had time to look at the retained lot.
I shipped the order back and the ***** tracking states it will arrive by 3/19.
Sincerely,
***************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.