Complaints

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.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My brother order under my link and double good popcorn kept all the monies.

  

  Business Response

  Date: 05/01/2025

  Hi ******. Thank you for your message. The verified customer has been contacted and the situation has been resolved. 

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Did a fundraiser for my sons basketball team in the middle of March 2025. Received the popcorn bags i purchased for employees at my job. How dare you take advantage of your customers! Their bags are not worth ****** dollars these are $2.50 size bags! I will NEVER in my life support this company in any way. This company are greedy!

  

  Business Response

  Date: 04/07/2025

  We appreciate your feedback. 

• Initial Complaint

  Date:03/18/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 3/11/25 I made a purchase from Double Good. In the "Order Summary" (after inputting my shipping address), it indicated that the shipping cost would be $8.95. After placing/finalizing the order, the summary showed a shipping charge of $19. After searching the DG website, I saw that the **** state "The shipping cost starts from $5.45, but it won't exceed $13.95." I also looked to see where they ship and if there are any special shipping rates detailed for ****** and there was nothing on the website. The only place it discusses shipping rates is where is specifies that shipping will not exceed $13.95. I inquired with ** and they indicated that they have different shipping rates for AK and HI, starting at $15 up to $30.50. I searched for these amounts on the website and, again, no results came up. ** needs to update their website to, firstly, not provide an erroneous shipping rate on the "Order Summary" screen and then change it AFTER the order is finalized - this is deceptive. Secondly, their **** should clearly outline that there are different shipping rates for AK and HI - again, this is deceptive. If the company is going to partake in fundraising events AK and HI, they need to be up front with what customers will be spending so they can make informed decisions. I would like to request a refund for the difference in shipping amount stated on my "Order Summary" and what the ultimately charged since the increased pricing was not disclosed prior to the purchase being finalized.

  

  Business Response

  Date: 03/19/2025

  Hi ****. Thank you for your candid feedback. We appreciate you for bringing this to our attention regarding the shipping surcharge for ******. We always want to make it right when a customer does not have the ********************** experience they expected. We have refunded your shipping charge in the amount of $19. 

  Customer Answer

  Date: 03/20/2025

   
  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:01/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 popcorn on December 10, 2024. Received email with estimated delivery date of December 26, 2024 - January 7, 2025. Never received. I requested a refund and received an e-mail that they don't do refunds if canceled after 24 hours. Received an email on January 10, 2025 stating my order would definitely be shipped NLT January 13, 2025. It was not shipped. I want a full refund. A company should no be able to keep my money after making false promises. I want a full refund.

  

  Business Response

  Date: 01/17/2025

  Hi *******. Thank you for your feedback. Please accept our apology for not meeting your expectation. After investigating your order, *** shows that it will be delivered today by 7pm. Let us know if your order isn't delivered according to the carrier tracking information attached. 

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

  Customer Answer

  Date: 01/17/2025

   
  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:01/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Placed an order on Dec 17th. I was promised it will be delivered from January 2nd-14th and I will receive an alert when it's popped and shipped 2 days prior of it being shipped. I haven't received any type of communication. I reached out to them on their customer service number on January 14th ( today ) and they haven't processed my order yet because they are backed up. I ask for a refund and she refused. How can they refuse giving me a refund because they failed to provide the service they promise. I didn't receive anything or services.

  

  Business Response

  Date: 01/17/2025

  Hi ***. Thank you for your feedback. Please accept our apology for not meeting your expectations. Upon investigating order RR2412171602139-5243, DHL shows that it was delivered yesterday. 

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

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22809696
  
  I am rejecting this response because: I do not accept the company's ( double good  )resolution. I ordered something in early mid December. I was promised it by January 2-14. I literally bought it for a gift for an employee for a Secret Santa and we were going to have the exchange for it that night on the 14th latest that's why I called to make sure that it was on the way. It wasn't I asked for a refund and they did not provide it. They failed to meet the order. I bought a different gift. I don't care if they have issues. They sold me something on a premise that I would receive it at a particular day and failed to give me service or product at the time they promised. The only reason why they even started to ship something is AFTER the fact I called
  
  Sincerely,
  
  *** ******* ***

  

  Business Response

  Date: 01/28/2025

  Hello ***. Thank you for your response. Again, we apologize for the inconvenience of you receiving your package 2 days past your delivery window - January 2 - January 14. Your order left our facility on 1/8/25. We have issued a shipping refund in the amount of $7.95 . 

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed two orders with Double Good one on December 12 and the other on December 14. Both orders show that i should receive the between December 30-January 9 or December 31 - January 10. I have not received the order and when i try to contact customer service I just get the bot saying the same order received dates. I called customer service and the was not able to get a person on the phone and the system just hung up on me. I would like an answer about the status of my popcorn for which I paid.

  

  Business Response

  Date: 01/17/2025

  Hi **** Thank you for bringing this to our attention. Please accept our apology for not meeting your expectation. After investigating, I found that both orders were delivered. 

  Order TJ2412122338946-7491 - Delivered on 1/13/25

  Order TJ2412142018186-7140 - Delivered on 1/16/25

   

• Initial Complaint

  Date:01/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 popcorn from this business on December *******. I have reached out to them on multiple occasions. I have been lie too about my order and they refuse to give me my money back. I also as of today have not received the order.

  

  Business Response

  Date: 01/15/2025

  Hi *******. Thank you for your feedback. After investigating, I see that your order was delivered on 1/14 according to *** tracking. Again, we apologize for the delayed shipping. Please see the attached tracking link. ****************************************************************************************************************

• Initial Complaint

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am filing a formal complaint against Double Good due to an entirely unsatisfactory experience with an order placed on Dec 7. I was told the order would arrive between Dec 26 and Jan 3, but as of today (Jan 7), it has not even shipped, and I have not received any meaningful updates. In fact, the order status still shows that ingredients are being gathered, suggesting it hasnt progressed at all.While I understand that part of the payment was for a fundraising effort, I requested a refund for the remaining 50% of one order, as well as taxes and shipping, due to the significant delay, especially since I needed these items for Christmas. This totals around $116, plus shipping and taxes. Please note that I placed 3 orders totaling $346.56. **'s offer of $14.24 and 3 bags of popcorn was not only insulting but outright disrespectful, given the amount of money I spent on multiple orders.I am also frustrated by the lack of proactive communication from DG. When other companies encounter delays, they typically offer updates or options for refunds. *** failure to meet the promised delivery date and their refusal to issue a refund for an incomplete order is completely unacceptable.I chose to support a smaller business during my holiday shopping, but I now regret that decision. The lack of reliable service and communication from ** has completely undermined my trust in the company, and if this goes unresolved, I intend to share my experience with everyone I know, as well as on message boards and public forums. This experience has also reinforced my belief that larger companies, such as *******, ******, and ******, provide superior customer service, leaving a negative impression of DG and setting a poor example for small businesses trying to compete with larger corporations.I believe my request is entirely reasonable. The vast majority of companies would honor such without hesitation. Please note that I have reached out to DG multiple times prior to filing a complaint.

  

  Business Response

  Date: 01/09/2025

  Hi *******. Thank you for your message. I would like to confirm the cancellation of Order SB2412080236165-6510. You should see $246.25 returned to your account within 5-10 business days. 

• Initial Complaint

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed a simple fundraising order in November of 2024. It was clearly misdelivered by ***** (with photo proof). The issue has still not been resolved, and I have become very frustrated dealing with the company. The 'replacement order' has yet to be received, and there is no record of it anywhere within my online account. I have corresponded to no avail. They just keep promising delivery and changing the ********** was the last day of yet another delivery window that has now been further delayed. At this point, I truly no longer trust this company and would like expedited resolution in the form of an electronic refund (without it negatively effecting the cheer team's overall fundraising efforts).

  

  Business Response

  Date: 01/09/2025

  Hi *********. Thank you for your message. Please accept our apology for the delay in receiving your order. I can confirm that your replacement order is scheduled to be delivered on Saturday 1/11/25. Here is the tracking link to follow the delivery. *****************************************************************************************.

  Customer Answer

  Date: 01/09/2025

  Complaint: 22781117
  
  I am rejecting this response because: There is no middle ground option available. If I choose "Accept" the account automatically closes. However, I accept this response pending delivery, and as Double Good has apparently expedited resolution due to my complaint.  NOTE: Because my apartment complex "front office" will be closed on Saturday, I am hoping for an earlier attempt by tomorrow. I have attached a copy of ****** Maps to show that they are approximately 8-10 hours away, giving consideration to traffic and processing. If this is still not possible, please have the *****'s delivery driver call me upon any attempt to deliver on Saturday (during what would be normal business hours (8:00 AM - 5:00 or 6:00 PM) and I will either meet the driver at the front office or direct the driver to where I am in the complex. I will do my best to facilitate this delivery, including picking package up from the nearest ***** location at ********************************************************************************

   

   Sincerely,

   

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

  

  Business Response

  Date: 01/15/2025

  Hello *********. ***** shows that your order was delivered Friday 11/1/25. *****************************************************************************************

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:
  
  Please see attached notification from this email, and documentation of my previous update. Matters have been resolved. Thank you again for all that you did to help facilitate resolution.

  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order with Doublegood popcorn on December 11th in the amout of 225.95$. Was supposed to ship to me by December 27th to January 8th. I called today to see where the heck my order was and DG. Has not idea when it's going to ship, or if it even has been forfilled! He had no information about my order and said you'll get a shipped notification with a tracking number but he has no idea when. I told him just to cancel my order! he replied it's been to long. So I called my Credit card company to dispute the charge but what about the interest?? This company obviously has gotten too big. This is completely unexceptable. It's been almost a month and they have no info of my order. They expect people to wait and wait....... unexceptable!

  

  Business Response

  Date: 01/08/2025

  Hi *********. Thank you for your message. We have canceled order CD2412112218980-7345C. You should see $225.95 returned to your account within 5-10 business days.