ComplaintsforDouble Good, LP

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered from this company as fundraiser for a school. The payment was taken immediately, and I did receive an immediate receipt from the company, telling me that my order would be delivered on December 3. Here it is December 6, and tracking says the order is still in transit, but in **********. The delivery has been farmed out to a group that after four attempts, apparently doesn't hire English speaking employees. The problem I have is that it is not only late, and I was misinformed, but the product was in ********, to be delivered to ******. It's now in **********. They literally sent it past ******, and to **********. What kind of business sense was used? This by the way was also a food product. So the extra week (as of now, with the potential of a much longer wait) has an effect on this purchase. Attached to this complaint are two screenshots. One showing the original email with shipping details, and the other showing that the order went from ******** to **********, and there is no delivery date in sight.

  

  Business response

  12/09/2022

  Dear Rich -

  Thank you for reaching out and sending the screen shots. I apologize this has happened to your shipment. It is alarming to see how your package is being routed across the country. As you know this is not how we want you to experience Double Good.
  Our process is to ship **************** popcorn within 48 hours of being produced. The only explanation I have is that it got misrouted once it was on the Fed Ex truck. I see it is still not delivered. Once the order does arrive you can chose to keep it or toss it. With this long transit time, it will not be the freshest and not how we want you to experience our product.

  
  With that said, I have processed a replacement order to be sent out to you. We will ensure this gets to you quickly. We will follow up with order information, including tracking number, once it leaves our facility. I look forward to you experiencing our popcorn as intended.

  
  Thank you again for bringing this to our attention.

  Regards,

   

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

  Director Customer Support

  Customer response

  12/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory, yet the business practice is not satisfactory to me.  I was willing to just cancel the order, and allow the school, and unfortunately the business, keep the money, minus the shipping fee.  After multiple contacts, I was refunded the shipping.  It was very clear that had I not initiated this complaint through BBB, they would have just left it at that.  I notified the company that I was going to refuse the shipment once it finally arrived.  Since, they've reached out stating that they were going to replace the shipment.  I explained that I didn't want the replacement, and wish to be done with all transactions with this company.  Hopefully, they honor my wishes.  If a replacement does arrive, it will also be refused. I am only considering this issue partially resolved, as I was told that i can not have a full refund, because the school (hosting the fundraiser) has already been paid.  I urge all who want to support their schools, groups, and causes to simply write a check directly to that organization, and not do business with this company.  I find it very unfortunate that my attempt to support the school also resulted in this company getting a portion of the money.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a church fundraiser and myself and others used Double Good Popcorn for the fundraiser. I established the Double Good Popup Store and began soliciting for the fundraiser. I sold approx $400+ dollars in which the company got 50% and the remaining proceeds went to my church.My relative (*************************************) reached out to me on yesterday asking where his popcorn order was because he had not received it. The popcorn was supposed to be received between Oct 28-Nov 9, 2022 although it was ordered 2 wks before that time and order was confirmed 10/20/22, and money was taken from the acct. After he reached out he sent me the confirmation details along with the ***** TRACKING # (************) and when calling ***** they indicated the label had been created weeks ago but the package was apparently still with the shipper. I also sent an inquiry to Double Good regarding the issue and received NO RESPONSE. The inquiry # issued after online complaint/inquiry made was: CJ221021044075242867 ************ has been non-responsive

  

  Business response

  11/21/2022

  Hi ********,

  I'm glad **** was able to resolve the undelivered order for you and ***********. ***** has confirmed delivery of the replacement order and I have attached confirmations to this message.

   

  If you require any further assistance, you can reply to ****'s last email to you, or reach out to help.doublegood.com and a member of our support team will be happy to assist.

   

  Best,

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

  Director of Customer Communications

• Initial Complaint

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  RL2210051717042-4948 On Oct 5, 2022, I ordered some popcorn from a high school choir fund raising project. Everyone that worked with me that participated in the fund raising project received their popcorn except me. I received the original email of the purchase and I checked for an update, to no avail. There is no contact number for the company and i reached out to the school, to no avail. How can you charge for shipping and not ship anything out! Either you send the popcorn or refund my money with the shipping charge. Either/or.

  

  Business response

  11/10/2022

  Hi ****,

  We emailed you on 10/5 with a request to verify your mailing address as we were not able to validate it as you had entered it. I have gone ahead and processed the verification using the address you provided in your BBB message. Your order is now taken off hold and will ship out to you in the next couple of days.

  If you require further assistance with your order, please reach out to us at help.doublegood.com and a member of our support team will be able to assist you.

  Best,

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

  Director of Customer Communications

  Customer response

  11/10/2022

   
  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,
  
  *************************

• Initial Complaint

  11/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered popcorn through a Double. Good fundraiser on August 17, 2022. I never received the order. If I track it it still says delivery date will be provided when available, I emailed twice and did not hear back. Other people in my family received their order very quickly.

  

  Business response

  11/10/2022

  Hi ****,

  It looks like you spoke with *************************, our Director of Customer Support, and I see she processed a refund for you on 11/2/22. At that time, she noted that it could take 1-3 business days for the funds to return to your account. If you require further assistance, please reply back to the last email you received from us.

  Best,
  ***********************

  Director of Customer Communications

  Customer response

  11/10/2022

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

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sons fundraiser started on 10/1/22 so I purchased 6 bags total 2 different types 3 of each. Price was high but its a fundraiser so half goes to the organization. No big deal there. Its the reason I made the purchase! $60 and $20 for shipping. Well it is now the end of the month and no products have arrived or no email saying that the items are on their way. How long does it take to have an order sent out? This is by no means the fault of the organization that needed to raise money. But double good for taking so long for its products to satisfy the orders.

  

  Business response

  11/10/2022

  Hi ****,

  FedEx confirms that your order was delivered on Friday 10/28. If you require further assistance with your order, please reach out to us at help.doublegood.com and a member of our support team will be able to assist.

  Best,

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

  Director of Customer Success

• Initial Complaint

  10/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered over $200 of popcorn and have not received it.

  

  Business response

  11/02/2022

  Hi ******,

  We sent you a shipping confirmation yesterday (PDF version attached) and your ***** tracking number is 390076811170. You can track your shipment here: https://popup.doublegood.com/s/vb9dq419/checkout/order/SJ2209101933908-1266?uuid=************************************&selectedTrackingNo=390076811170&s=HxnP1Zszjw

  Expected Delivery is Thursday, November 3rd.

  Please reach out to us at help.doublegood.com if you require any further support with your order.

  Best,

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

  Director of Customer Communications

• Initial Complaint

  10/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 4 bags of popcorn but only received 2 and I never received my email confirmation when I made the purchase. I am missing 2 bags of Chi-Town **** Down popcorn. I emailed the online contact from their website but have not received a response. There is no phone number to call for problems. I sent them a picture of the popcorn in the small box that can only hold 2 bags of popcorn and a picture of the package gift message. My order number is YR2209301459294-6068. I want them to send the popcorn or refund my money please.

  

  Business response

  10/19/2022

  Hi *******,

  Our apologies for the incomplete order. I see that our support agent *** was able to create priority replacement order DGT137296 for you. Your order has shipped and your tracking number is 1ZA17R510399510862. Please reach out to us at help.doublegood.com if you require any further assistance.

  Best,

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

  Director of Customer Communications

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  **************** used this company to fundraise. We completed the fundraiser August 19, 2022. As stated on their website, our funds raised would be deposited in 2 weeks or less. On September 1st I reached out to them and let them know we had not received our funds and that the account number on their app was not our account number. They responded saying that they sent our funds to the correct account regardless of what the app said. We did not receive the money. After numerous attempts by several people, from the bank and the studio owner, double good is refusing to send our money. We have 32 dance students who raised collectively $5,817 that would like their funds.

  

  Business response

  10/20/2022

  Hi ********,

  Thank you for your patience with the payout issue with your event. I spoke with ************************* and she provided me with an updated plan as outlined below:

  1. We are still investigating the issue of the money depositing into the wrong bank account, but are going to send you another payment for your funds raised

  2. Per your request, we will send your payment in the form of a check

  3. **** is going to continue to check in and follow-up with you until your payment has been received and deposited

   

  If you have any further needs, please respond to a recent email from **** so that she can assist.

   

  Best,

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

  Director of Customer Communication

• Initial Complaint

  09/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  i ordered my food on august 19th i was charged and have not received my popcorn

  

  Business response

  09/22/2022

  Hi *****,

  It looks like our customer service agent ****** was able to confirm shipment and provided a link to track your order. I checked with ***** and they estimate delivery of your order Friday, September 23 by 7pm your time. 

  
  If your order arrives with any issue, please reply back to ******'s last email and we'll be happy to assit.

   

  Best,

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

  Director of Customer Communication

• Initial Complaint

  07/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased popcorn on July 1 today is July 18 I have yet to receive my popcorn dont have my order number on hand so I can go on and virtual talk to a representative. How can someone help me.

  

  Business response

  07/22/2022

  Hi ******,

  Please accept our apologies for the delay in receiving your order. I see that on Wednesday 7/20, you spoke with our agent *********************** who was able to provide you with tracking information and confirmation that your order is in transit. Upon checking the tracking the morning of 7/22, *** is expecting to deliver your order by 7pm Central Time tonight.

  If you require any further assistance with your order, please reply back to your last message from ***** and we will be able to assist!

  Best,

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

  Director of Customer Communication

*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. ↩