ComplaintsforDouble Good, LP

• Initial Complaint

  02/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Made an order on Jan 25 for 5 bags of popcorn. Never received a tracking number. On order page showed expect order to arrive Feb 5-15. Reach out feb 10 for explanation on why I haven't received my order or even a tracking number .No one was able to help me a couple days later receive a message stating my popcorn was still being popped. Went back to my order and it stated today Feb 16, 2024 my labels was just created but still no order. Called again today ************* customer service could not give me a date to expect product just offered me an extra bag of popcorn. How can u offer me a bag of free popcorn if u still haven't gave what I paid for already. That was a real joke. So pretty much we don't know when I will get my product I already paid for. And can't receive a refund. Bad business and will never support this company again but would love to get my money back or the stuff I paid for.

  

  Business response

  02/27/2024

  Hi *******!

  Thank you for reaching out regarding your order. I do apologize we were late in getting you your popcorn.  You are right, we missed the delivery date by 4 days.  Because we pop our popcorn 48 hours before shipping, there was a slight  delay in getting the Easy Peasy Caramel Cheesy popcorn out on time.  I see the popcorn was delivered to you on February 19th.  Again, I apologize for that delay.

  We do not offer refunds as the payout to event organizer already happened. We pride ourselves on getting payouts to the organizer very quickly after the event ends. This is stated in our terms and conditions.  I will process another order for you to enjoy some additional flavors of our popcorn.  Feel free to share with friends and family if you do not want it all to yourself.  I will get that order processed right away. 
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughters school team was participating in a Double Good fundraiser. Her elderly grandmother made a large order to support her team. The order was not showing up on the fundraiser total and it took us awhile to figure out that the order was accidentally placed through the Double Good website instead of the fundraiser link. As an elderly grandmother and not tech savvy she didnt know typing in the website was different from clicking on the direct link. The purchase was made Saturday evening so we contacted the company first thing Monday morning during what is usually considered normal business hours. First we tried to get the purchase transferred to the fundraiser and they refused to do that. Next we tried to cancel the order so it can be repurchased from the fundraiser. Again, this was refused stating it cannot be canceled because it had been longer than 24 hours. I explained the situation as well as confirming the order had not yet been shipped and asked that it be escalated to management. I also provided a direct quote from their policy that states Cancellations requested outside of the 24-hour window may not be possible due to our payout schedule to organizers and shipping schedule which implies that it is possible in some circumstances. The cancellation was again denied. The fundraiser ended and the team did not get the benefit of the transaction because the company chose to disregard compassion and customer service. I would also like to note that their policy in 2023 was cancellation was up to 48 hours so it is clearly a choice not to do it.

  

  Business response

  02/07/2024

  Hi ****:

  Thank you for reaching out to Double Good.  I understand your relative ordered popcorn from us and we would not cancel this order.  I understand your concern with this matter and I apologize you and ***** had this experience.  I was able to find *****'s order, which she placed on Saturday, January 20 at 8:01 am.  Our order confirmation, including our cancellation policy, is listed on the email we sent her on January 20 at 11:45 am.  Also, I see ***** ordered through our consumer site and not through the link provided for the pop-up store.  In the future, orders placed through the pop-up store go towards that event.

  If ***** would have contacted us that day or even on Sunday we would have honored her request for the refund.  However, the request to cancel the order was received on Tuesday, January 23 at 2:15 pm.  As our agent explained, the event ended on January 23rd and the payout is processed quickly after that time.  The great thing about Double Good is our quick payout to the organizer.  Both the order confirmation and our Terms & Conditions state our cancellation policy.

  As far as transferring the order to the popup store, the original order would need to be cancelled and a new order processed on the app.  It is up to individual buyers to process their orders independently.  There is no way for us to transfer an order that is processed on the web or the app.  

  I apologize you and ***** had an unpleasant experience.  

  Customer response

  02/07/2024

   
  Complaint: 21187625
  
  I am rejecting this response because: the information you provided is false.  First off I told you we were unaware of the mistake right away so we contacted you first thing Monday morning. Yes iit was 24 hours past the time of the order but we were trying to fix an honest and unfortunate mistake and the order had not yet been processed and shipped. You chose not to have kindness and help correct the mistake. The first attempt to correct the problem was by our fundraising coordinator at 9am I will include a copy of that. When she was denied I then tried myself.  I have multiple correspondences on Monday 1/22 from 10am onward. Including asking for the matter to be escalated.  I can confirm that the time stamps of your responses are about 8 hours incorrect so at this point how do you even know what time things were sent and received? I have included the email response from you that I  received at 10:14am and your time stamp says 5:34pm.  That is a very large discrepancy.  You dont provide a phone number or a way for customers to get live help from a customer service representative, everything has to be sent as a message and then wait for a reply. 
  
  Sincerely,
  
  ***************

  

  Business response

  02/27/2024

  Hi *****!

  Thanks for reaching back out.  I understand you are rejecting our response and I do apologize you and your mother had this experience.  Since we already responded to your credit card dispute and need to wait to see their findings. The bank should have a response by mid-March.  As you know, once you submit a dispute, then you are asking the bank to handle the interaction.  Hopefully this will be resolved for your mother mid-March.  I hope you have a joyous day!  
  

  Customer response

  02/27/2024

   
  Complaint: 21187625
  
  I am rejecting this response because you have chosen not to resolve the issue and I want others to be aware of the unethical business practices. 
  
  Sincerely,
  
  ***************

  

  Business response

  02/27/2024

  I am sorry we were unable to accommodate your request to your satisfaction.  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $1,351.10 by this company. I NEVER ORDERED ANYTHING! I tried to contact the company but no one will answer and I get the runaround on-line and on the phone.

  

  Business response

  10/06/2023

  Dear **************:

  Thank you for reaching out to Double Good.  I apologize our team missed your two calls from this morning.  Although, we did not get a response to our texts.  Regardless, I went ahead and investigated this issue and it does appear to be fraudulent.  We refunded you the total amount ($1,350.10)  You should see that refunded in 3-5 days.  Since the order was placed under a fraudulent event, I would strongly recommend you reach out to your bank and secure your financials.  We are still doing internal investigation.  We flagged this event and are investigating further.  We appreciate you bringing it to our attention.  
  

  Furthermore, I see popcorn was delivered to your address today.  Go ahead and enjoy the popcorn as we produced it fresh.  Feel free to share with friends and neighbors since there is a lot of popcorn.  Please reach out if we can help with anything else.  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 2 Keep it simple 3 flavor sets for ***** on Aug 8 2023 expected delivery 8/11/23 - 8/23/23 today is 9/28/23 have not received anything..Fedex shipping info states label created 8/14/23

  

  Business response

  10/06/2023

  Hi ******* -

   

  Thank you for reaching out to Double Good.  I am sorry you have not yet received your order.  I know that is frustrating when you order does not arrive as expected.  You are correct, it looks like the label was printed and then no movement after that.  We consider this order "lost" so we will send you a replacement.  I apologize for not finding this error sooner. We will send you the replacement details, including tracking information to the email we have on file (******************).  

  For future reference, you can always respond to one of the many emails we have sent you or go to our website and click contact us, rather than going to the BBB.   Again, I apologize for the delay in getting the order to you promptly.  
  

  Customer response

  10/10/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed 2 orders for a fund raiser on April 29th/30th, 2023. I have yet to receive anything-no product at all, yet they were quick to take my money. Today, June 26th, 2023 I received the FIRST update stating they would be replacing a product (an item of THEIR choosing) because they had ended production on a seasonal item. It was IN SEASON when I placed my order. I asked for a full refund after dealing with a robot chat. I was denied because the fund raising money had already been paid out. I don't want the organization raising money to lose out on funds-I will donate directly or better yet Double Good can cover it. They sell obscenely expensive popcorn and don't deliver it so they have enough money to be generous. I want an apology and a refund or at the very least seek free product. Their "company" is a joke. They provide terrible service. I cannot comment on their popcorn because TWO MONTHS later and still no delivery.

  

  Business response

  06/27/2023

  Hi ****-

  Thank you for reaching out on your Double Good orders.  I sincerely apologize for the delays with your orders.  I understand the delay is frustrating when you purchased something and then it does not arrive as expected.  And, to add to that, our chocolate flavor is no longer available.  Again, my apologies.  As our site  indicates, our Paint It Milk Chocolate is a seasonal product only available during our cooler months (warmer weather causes the chocolate to melt in the bag.)  We only produce this product through October through April.  When you placed your orders, on April 29, it was the last of our production.  I realize you are requesting a refund; however, as our Terms & Conditions state, we do not offer refunds.  Orders may be cancelled 24 hours after purchase.  Your two orders are scheduled to ship out of our warehouse today.  You should receive them in the next couple days.  

  Since you have waited so long for your original orders to arrive,  I put in an order for a complimentary package to be sent to you.  I included some different flavors so you can try them.  I picked some of our fan favorites.  I hope you enjoy them.  Your two original orders will be shipping out today.

  Customer response

  06/27/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered popcorn as a fundraiser. I never received my items. I contacted the business and they blamed ***** but the label shows it was never shipped. The they ran out of the items I ordered and there is no similar replacement. Then they tried to guilt trip me and say they can't refund me because its a fundraiser. That is untrue. They are a for profit company. They messed up an order and are able to refund my money. Do not use this company for fundraisers

  

  Business response

  06/09/2023

  Hi Amber-

   

  Thank you for reaching out to Double Good. I apologize we did not meet your expectations.  I understand you communicated with one of our customer support agents regarding your order.  As we indicated, your original order did not arrive to you as intended and it is our practice to offer a replacement order. It is our practice to send a replacement order for those shipment.  As you also learned, Paint it Milk Chocolate is a seasonal item and is only available from October through April.  Your original order was placed on April 30.  Since it did not deliver as intended, we offered to send a replacement with two additional bags of a different flavor for your inconvenience.  However, you did not give us any alternative flavor choices.  As it was explained, we do not offer refunds due to the fact that the payout goes to the organizer shortly after the event ends.  As our term and conditions explain, cancellations can only be processed within 24 hours of order.  We specified that refunds will not be offered.  I attached a copy of those terms and conditions.  Thank you and have a great weekend. 

  Customer response

  06/12/2023

   
  Complaint: 20109286
  
  I am rejecting this response because:
  The fundraiser has nothing to do with your company. That comes from your bottom line. If you dont have a product and you failed ** in the product, you need to refund the customer, you are fully capable of giving a refund. 
  Its completely illegal. 
  Sincerely,
  
  Amber M B

  

  Business response

  06/19/2023

  Hi Amber ************* you for reaching back out about your complaint.  As I previously stated, refunds are only done within 24 hours after purchase.  I realize the product you originally ordered is no longer available.  I went ahead and processed a replacement order for you and through in a few extra flavors for you to try.  It looks like it is scheduled to be delivered to your house today.  I attached the Fed Ex tracking information.  Again, I am sorry we could not accommodate your request for a refund.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My school participated in a fundraising event through this company which ended 3/28/2023. We have not received our check for proceeds of the sale an emails regarding payment have gone answered. The fact that you cant speak to a live representative is also a disservice to consumers and event organizers. I would like to know why it is taking so long to process the check and when it will be sent. I am also requesting expedited shipping of check.

  

  Business response

  07/24/2023

  Hi ********:

  Thank you for contacting Double Good. I am sorry that you have not received payment for your fundraiser, I understand how important it is to receive the funds you worked so hard to earn. What I have been able to find is the check has been processed for payout, mailed and delivered, and finally cashed on May 5, 2023.

  The most recent check that was sent was actually a replacement check as the original check was lost. The replacement check was delivered on May 1 via Fed Ex. Thank you for the feedback regarding the intake of information through the automated system.  As you can see, there are now three different individuals looking for this check; thus, why we ask for verification in our communications. I can tell you the check was delivered and cashed. Unfortunately, based on our records you are not the account Organizer with Double Good. If you are still looking for the funds, may I suggest you contact the organizer of this fundraiser. We can provide more details to the organzier of this event.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  March 18, 2023 Ordered $42.56 of popcorn Only received 2 out of 3 bags Missing Caramel-Diem

  

  Business response

  03/26/2023

  Dear Ruby:

  Thank you for reaching out to Double Good.  My apologies for not getting the order correct for ***********  I know it can be upsetting when an order arrives incorrectly.  We would like to make amends.  It is our standard practice to send out the missing item as ordered.  I will go ahead and get the replacement product replaced and shipped to ********************* as the original shipment was going to him directly.  Since the payout already went to the organizer, we do not issue refunds unless requested 48 hours after order is placed.  We will send through tracking information once we have it.  

  Furthermore, I see you placed an order with us.  I hope that order arrived accurately and you were able to enjoy your bags of popcorn.  Looks like it was delivered on Friday.  

  In the future, feel free to reach out to Double Good directly.  Our Customer Support team is happy to assist in any order issue you may encounter.  We hope you and ***** enjoy the tasty popcorn.  Thanks for fundraising with us.  

   

  Regards, 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 15th, I ordered six bags of popcorn costing $60 for a fundraiser. In addition, I was charged for shipping. On March 23rd, a small box arrived. Inside were six bags of popcorn that I could have bought at the gas station for $6. I tried to contact the company about a refund. What I got was a chat box that appeared to give replies from a bot. According to the link the bot gave me, I read that I had 48 hours from the time of ordering to cancel because they claim they pay the charitable cause right away. How am I to cancel if it takes a full week for the product to arrive?I'm more than happy to cover what they paid the kids, I just want to return the popcorn and get their portion of the sale plus my shipping cost returned. This company should be ashamed of themselves!

  

  Business response

  03/23/2023

  Dear ***** -

   

  Thank you for reaching out to Doubled Good.  I understand you are frustrated with the size of popcorn contained in the bags.  Each of our bags contains 5 cups of ultra premium popcorn, which is shipped within 48 hours of popping.  Looks like your popcorn was popped shortly after you ordered it on Thursday, March 15 at 8:16 pm.  The shipment went out on Monday, March 20 and arrived on March 22nd.  As you noticed in our order confirmation, then cancellation is within 48 hours of purchase (I attached it.)  With 50% of the proceeds going to the fundraiser, shortly after the event ended on March 18th.  And, by the looks of it the fundraiser did really well!  The great thing about our fundraising tool is the quick turnaround for money for then fundraiser and how quickly we can get it to them.  

  Unfortunately, we cannot give a refund at this time nor do we take returns.  If you do not want to keep the popcorn, then give it to friends or neighbors. 

   

  Regards,

  Customer response

  03/27/2023

   
  Complaint: 19636665
  
  I am rejecting this response because:

  
  

  Their reply doesn't:

  1) explain how you can cancel the order within 48 hours when the popcorn takes over a week to arrive;

  2) give a reasonable explanation for how 5 cups of popcorn costs $10 even after 1/2 goes to a fundraiser; and

  3) it is out and out rude!
  
  Sincerely,
  
  *************************

  

  Business response

  03/30/2023

  Dear ***** -

  Thank you for your reply.  To clarify, you have 48 hours to cancel the order after it is place.  Since we make our popcorn in small batches and it ships within 48 hours of popping, we require cancellations within that time frame.  Our fundraisers run for four days and the money is provided to the organizer shortly after that so cancellations need to be done within the 48 hour window.  It clearly states this on the order confirmation and in our terms on our web site.  Additionally, as you said, each bag is priced around $10 but 50% of that goes to the fundraiser.  Which is why so many schools, organizations, and teams use us for their fundraising needs; and have raised funds to have a positive impact in their community.  

  You are chose a different fundraiser if you wish.  
  

   

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive supported a double good fundraiser event! My order was shipped Feb 22, 2023. My order was supposed to be delivered on Feb 25, 2023. It is now Feb.28, 2023 and I havent received my order. The website stated that it was a guarantee three days and I know that the product wont be fresh. *** spent over ***** and I refuse to eat a stale product nor support false advertisement. I would like my money back for this item!

  

  Business response

  03/01/2023

  Dear Monquelle:

   

  Thank you for using Double Good  We value you as a customer.  I found your order that you placed on February 21.  I also see it shipped out the next day with an expected arrival time between February 27 - March 9.  However, I see that Fed Ex has not yet delivered it.  I apologize it has not reached you, yet.  I know that is frustrating when you expect it sooner.  However, it looks like it should be delivered by the end of the day today.   The popcorn will still be fresh as it is made for each order.  As we state on our site, we ship within 48 hours of being made.  Your order shipped in a 24 hours time frame.

   

  We do not offer refunds as the money raised for the fundraiser has already been paid out to the organizer.  However, to make amends and to be sure you experience the popcorn as we intended, I will send you a replacement package of three bags of In Queso Fire. I will throw in one of our other popular flavors for you to try and enjoy.  

   

  Regards, 

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

  Director, Customer Support

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

  Customer response

  03/02/2023

   
  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.
  
  Sincerely,
  
  Monquelle *******

*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. ↩