ComplaintsforNutstop.com LLC

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed my order with Nutstop.com July 23, today is the last day of July still haven't heard anything regarding my order. I have tried to call and email the company and received no response.

  Business response

  08/15/2024

  Good Morning:

  Checking on this order I see that it has been delivered.

   

  Your shipment
  1Z3E459W0390373492
  
  
    Delivered On
  Monday, August 05 at 6:02 P.M. See Delivery Photo
  
  
  *******, **

   

  Shipment Details
  Ship To Address
  
  *****************************
  *******************>*****************-5247
  ***
  (151) 038-6815
  *************************
  Address Validated
  
  This is a gift
  Cost SummaryEdit
  Product
  $111.36
  Shipping
  $0.00
  Tax
  $0.00
  
  Total
  $111.36
  Total Paid
  $111.36
  Tax Information
  
  
  Deliver By
  New
  
  Ship By
  Set Date
  
  Hold Until
  
  Date Paid
  07/23/2024
  
  Assigned To
  None
  
  Batch
  Add To Batch
  
  
  Shipment Items
   Split Ship
  Item Name
  Image
  Unit Cost
  Quantity
  Total
  Roasted Unsalted Peanuts
  SKU: 10074B
  
  $2.80
  4
  $11.20
  
  Description
  Packing: 1lb Bag $2.89
  Goji Berries
  SKU: 10524B
  
  $10.99
  1
  $10.99
  
  Description
  Packing: 14oz Bag $10.99
  Roasted Sunflower Seeds UnSalted, No Shell
  SKU: 10140B
  
  $3.39
  2
  $6.78
  
  Description
  Packing: 1lb Bag $3.39
  Cashews Roasted Unsalted 320
  SKU: 10036M
  
  $71.70
  1
  $71.70
  
  Description
  Packing: 10lb Case $7.17/lb
  Low Sugar Dried Mango
  SKU: 10250B
  
  $10.69
  1
  $10.69
  
  Description
  Packing: 1lb Bag $10.69

• Initial Complaint

  04/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I attempted to place a wholesale order with nutstop.com. Several days after my order, I received a fairly odd email requiring photos of my credit card and ID to complete the purchase. I've never once been asked for this rather scammy sounding request to make a purchase before. I offered to provide our EIN or other means of verification to combat their alleged issues with fraud. They would not accept any other means of proof that my order was valid, and kept telling me photos of my credit card and ID were the only way I could move forward with my purchase. One would think my EIN would suffice and they could verify we are a legit business looking to make a purchase from them. They claim they're protecting against fraud, but if that was the case, seeing photos of cards hardly seems like the best way to do that. After all, had someone stolen my credit card, they would have, or could have, stolen my ID as well. The whole thing seems off to me.

  Business response

  04/08/2024

  In an event a red flag is set off while placing an order via the parameters that are in place, we may have to ask for proof of identity.   It could be because it is a new customer placing a substantial order.  Billing or shipping addresses do not match.  Something along those lines.  We will ask for proof of identity.  The customer is able to cover all pertinent information such as addresses, license number, card cvv code and the credit card number with the exception of the last four numbers.  We already have that information from the order. We are making sure that the signatures match.  If the customer does not want to provide the necessary information the order will not be processed.  I have asked the customer if they would like to proceed and I have not heard back other than this complaint.  The payment that was made is in a pending mode.  Payment is not captured until the product is actually sent.  At this time I will move forward to cancel the order so the pending mode will fall off.

  Customer response

  04/08/2024

   
  Complaint: 21538648
  
  I am rejecting this response because: Showing my credit card and drivers license does NOT prove that someone hasn't stolen those items from me.  I offered to verify our business by normal means, EIN, or something similar.  At no point was it mentioned that the flag was from being a large order from a new customer.  We were never even offered the opportunity to place a smaller order to also prove legitimacy.  I cannot see how requiring signature photos proves anything. 
  
  Sincerely,
  
  *************************

  Business response

  04/09/2024

  We apologize for the inconvenience.  This is a company rule and if a customer wishes not to comply the order is cancelled as was the case in this situation.    

• Initial Complaint

  07/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I order nuts from nutstop.com and never got it.on the 11th of July I put an order online, they called me back a week later to verify the address I waited another 5 days hoping that I will receive what i ordered, I email them,after 3 days I got an e-mail back asking is Sunnyside in Queens or in ******** :)) till the 24th of July they didn't ship the order or call me, I had to call them, and the person that answered my call claimed that the address the computer couldn't print the label, a person in Lalaland and she was so cool about it Like nothing happened and it was my mistake that my order is late and I didn't receive it. Customer service **** everything ****.My advice don't even think about buying from them you will never get anything.I attached the e-mail I SENT AND RECEIVE.

  Business response

  07/24/2023

  There was an e mail that was sent to the customer for verification of the address. This was copied and pasted directly from the order that came into **.........Recipient
  Edit
  Ship To
  *****************************
  45 41 *********** **# 2L
  QUEENS **
  SUNNYSIDE, ** 11104-0000 **
  **************
  Address not found
  Validate Address
  Address Locked
  Unlock ..................................It clearly ****** Queens, ** & Sunnyside, **.  This is an invalid address.  We needed to know where we are sending this to.  The customer called after he received the e mail and was upset that the product had not been sent.  He cancelled the order.  He proceeded to berate the customer service rep calling her an idiot at which point the call was disconnected.  This customer has not been charged and the order has been cancelled per his request. 

  Customer response

  07/24/2023

   
  Complaint: 20367010
  
  I am rejecting this response because:

  There was an e mail that was sent to the customer for verification of the address on the 24 of july after 14 days of my order .

   i put my order on the 11 th of july .

  I attached my email and there email you can see and verify .

  They had 14 days to verify my address, they have my  phone number to verify the address.its a cheep excuse .
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3-30-23 I placed an order with nutstop.com.I have reached out to the company twice in writing for an update on my order but have not heard back.Yesterday I called the company and have received a busy signal almost all the day long!Finally, I was able to get someone to answer the phone. When I expressed my concern, they put me on hold for a long time and then came back and said "oh, the stuff just came in today and we will process your order".Today, I saw that my order was still "pending". I again attempted to call and get someone to answer. Without luck.At this point, I want a refund (yes, they took my money before they ever planned to ship anything). I do not feel confident that I can work with this company to give me a refund.I am out $55.14. My order number with Nutstop.com is ****** Can you please try to either get my order shipped or my money back.

  Business response

  04/06/2023

  Good Morning:

  This order was placed on 03/30/23 after 12:00:00 CST.  All orders placed after 12:00 CST automatically get printed the next business day.  The order was printed on Friday 03/31/23.  It takes ***** hours to process the order.  We are closed on Saturday and Sunday's so the 48 hour **** would have been Monday for shipment to go out on Tuesday 04/04/23.  We ran out of stock on the item ordered and had just received a shipment of the item he ordered so we were a little late on processing the order.  The shipment needed to be put into inventory and provided lot numbers before we could process any of it.  When an order is placed we do not capture the funds until the order is shipped.  The payment that is made is in a pending mode until the order is actually shipped.  After the order is shipped only then are the funds captured.  This customer funds were never captured.  I see that this customer is requesting a refund.  There is no money to refund as we did not ship therefore never captured any funds.  I have cancelled the order enabling the pending mode to be removed.  The customer will see the pending status removed and the order will not be sent as he requested a refund.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on the business website and paid $76.35, on 12/16/2022. I received a confirmation email, order number (#******). The email also confirmed that my order was shipped, *** tracking number: Track Your Shipment: 1Z3E459W0399917852 I checked my order on 12/19/2022 and found no record of it on the company website. On *** website, the package was not shipped yet. I emailed the vendor and asked about my order. I also asked if the order can be cancelled. Instead of replying to my question, she cancelled my order immediately on 12/19/2022 and said I will get a full refund within 48 hours. I haven't received the money, so I emailed her again on 12/23/2022. She replied and said the payment was placed on hold and never left my account. She even admitted that the payment is only made, when the offer is shipped. According her first email, my order was shipped and $76.35 was deducted from my account. I reached out to her again on 12/27/2022, but up until now, I have not received my refund.

  Business response

  01/17/2023

  Refund has been issued on 01/17/2023

  Customer response

  01/21/2023

   
  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.

   

  Thank you for your help resolving the issue so fast!

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

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an Order #****** and paid $84.13 on 04/07/2022. Because the $5 coupon (Code: *****) sent by nutstop.com is to my spam folder, I could not apply this coupon when I placed order. After that, I contacted [email protected] and request them to give a refund on the $5 I overpaid. A lady named *********************** sent email back through [email protected] and said very rude that she is not going to refund the $5 and the email went your spam folder because of your own personal settings. We can e mail back and forth all day but the fact remains that you will not be receiving any refund. I responded back I need your supervisor to contact me to solve this issue. Since then, no one responds me anymore. Another thing is that I did a product review on the cashews I purchase with rating only 1 star. I can see nutstop.com does not approve to let it visible to other customers. I realize that if the rating customers gave is not good, customers cannot see them because nutstop.com is not approved.I want nutstop.com to refund me the $5 I overpaid.

  Business response

  05/13/2022

  My name is *********************** and I am the Manager.  This customer and I have been going back and forth via e mail and phone conversations.  I had the customer send and e mail so I could forward her concern over to the IT Department as they are the team that can actually get into the system to see exactly what happened.  Upon review this is the response that I received and sent back to the customer....

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

  1.Posted 1 review ... which does not meet the requirements of https://www.nutstop.com/points/
  *Short (1-2 words) and duplicate reviews do not qualify for points.
  To receive points for a review, please write a full review!
  2.Coupon ***** cannot be applied to order #****** as coupon swsl10 (10% OFF) has already been applied to the order!!!
  For information: your order has been placed 04/07/2022. Coupon ***** valid from May 4st to May 6rd!

  The customer has not overpaid on anything as the coupon was never valid in the first place.  The customer also said when we sent the coupon that we sent it to her spam/trash folder.  I has informed the customer that we cannot choose which folder the e mails go to.  E mails that are received go to the folders based on the customers e mail settings/prefrences.  We would never send anything to the spam/trash folder as we want all customers to actually ready our e mails. 

  In closing this customer is not entitled to points or any refund.

  Customer response

  05/17/2022

   
  Complaint: 17196446
  
  I am rejecting this response because:

  Please see the last two emails I sent back to you. Since then I never hear back from you and no one solve this issue so that I have to file a complaint to Better Business Bureau. If a customer wants to escalate his/her issue to your manager, you dont respond any further and no one contacts the customer anymore. Do you think you have solved the issue?

  
  
  Two things are not true in your statement.
  I didnt apply any coupon code in the order. The 10% is your system automatically gives to new customers.
  The coupon code I requested you to apply is not Coupon ***** but coupon *****. Please see the Email I sent to you on May 6 2022, 3:49PM in the attachment.

  
  
  You are doing the business so it is your responsibility to meet industry standard. I purchased from foodtolive.com,nuts.com before. If the customer forgot to apply coupon when placed the order,they are very willing to adjust the price for customer. This is part of post-purchase service. It is nothing to do with IT at all as you mentioned in your Email.
  
  Sincerely,
  
  ***************

  Business response

  05/18/2022

  As I have responded to both you in your personal e mail and this complaint via the BBB there will be no refund issued.

  Customer response

  05/20/2022

   
  Complaint: 17196446
  
  I am rejecting this response because: the management of the business is NOT willing to solve this issue.
  
  Sincerely,
  
  ***************

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered organic Chia seeds that arrived very rancid. I could not get ahold of the company until many tries. They sent me a return label and gave me instructions to ship it back. I shipped it back as instructed yet I don't have a refund and they are ignoring my emails, calls, and attempts to contact them through their website. I read other very similar complaints about them cheating and stealing people's money. They shipped the rancid product on 03/29/2022. I have been waiting for a response and my refund for about two weeks. I am requesting my refund and for this fraudulent activity to stop.

  Business response

  04/22/2022

  Our regular business hours are Monday - Friday 7:00 am - 4:00pm We received this return back on 04/20/2022 @ 3:10 pm.  The warehouse processed this order on 04/21/22.  After the warehouse processes the order the return must go to the department that needs to rectify the problem.  In this case it is the returns.  Today is 04/22/2022.  It has technically been one day since the return has been at our facility.  A refund is forthcoming. 

  Customer response

  04/27/2022

   
  Complaint: 17094684
  
  I am rejecting this response because: The business is still ignoring my attempts to contact them and I still don't have a refund. 
  
  Sincerely,
  
  ***************************

  Business response

  04/29/2022

  I just received this complaint that was sent to me at 8:38 this morning.

  I do not know why this person keeps filing complaints with you.

  A refund for her return was issued yesterday at 1:06.  Following the refund was an e mail notifying the customer.  I have attached a screenshot showing the dollar amount along with the date and time.

  
  

  How long does a company have to give you a refund?

  So what is the time limit a company has to give you your money back? You've guessed itit depends. You usually have to demand a refund between 30 and 60 days, and a chargeback even up to 120 days with some credit cards. Check the difference between refunds and chargebacks, so you know what you're doing.

   

   

   

   

   

   

   

  
  

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I just recently placed this order and although I did not opt to pick up from the warehouse I was thrown into that and I was trying to spend enough to get free shipping as soon as I realized it was wrong I sent a e-mail right a way to have it delivered I got no response so I tried again nothing I got charged and a week later I got a call saying it's ready for pickup. They don't offer a number to call customer service is none existent, this company went from being a decent company with good prices to being the worst on all levels. So now I have a box sitting there that I cannot pick up.

  Business response

  03/21/2022

  Good Afternoon:

  I personally spoke to this customer this morning and explained his situation.  I also explained that he did not qualify for free delivery based on the dollar amount that was spent.  It clearly states that you must purchase $69.00 or more excluding taxes and promotions.  He was under the $69.00 ****.  Per his request I had cancelled the order and refunded him in full..  He said that it would just be easier for him to place another order. 

  We do have our phone number listed within the website. 

  This customer has been fully refunded and as with all refunds it can take anywhere from 3-5 business days to reflect back to the account.

   

   

  Customer response

  03/24/2022

   
  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

  01/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  RE: order #******, 12/2021 I ordered $132.63 worth of nuts but (2) 15 oz. trays of pistachio nuts were not received. On 12/17/21, I called Nutstop and spoke to **** who said it would take 4 or 5 days for the refund to show in my account. When no refund was reflected in my account, I followed up with e-mails on 1/4/22 and 1/24/22. I've had no response at all. The refund amount should be $25.02. In the last e-mail, I mentioned that the BBB would be hearing about this. Still no response though.The omission could well have been an honest mistake but they are not making good for the refund. I would like to warn others about dealing with Nutstop. Thank you.***************************

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  this is regarding nutstop sku:10238 ***************** 16 oz. ingredients dates pitted exp date jan 11 2022/ When I got these dates out to make my Christmas date bars I discovered that EVERY date in the pkg had a pit in it. I emailed them and asked for a replacement without pits and they never responded in any way.

  Business response

  12/28/2021

  Good Morning:

  If an e mail is received it is responded to.

  Our website, www.nutstop.com, it includes a description and ingredients for each one of our items.  For this particular item it clearly states in the ingredients that this product contains pits. 

  Please click on the link provided below and view the page and you will see that under the ingredients that Contains pits is included.

  https://www.nutstop.com/product/dates-deglet-noor/.

   

  Ingredients
  Dates, Contains Pits.
  Product of ***.
  One bag contains about ***** pieces.

  
  

  Customer response

  12/29/2021

   
  Complaint: 16401288
  
  I am rejecting this response because:  it clearly states on my pkg of dates that they are DATES  PITTED may contain pit fragments  I now know the business practices of this *** and will NOT be recommending or ordering from them again.  So whatever!!!!  Thanks for trying to help.  These people are shysters in my opinion.  
  
  Sincerely,
  
  *************************

*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. ↩