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Complaint Details
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Initial Complaint
11/25/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This order was to be delivered November 26 - December 1. It was delivered instead at 12:51 pm on November 23, three days beforehand, during the holidays when the recipients were not going to be home. 51 minutes on an unsuccessful "customer service" call, ending at 9:06 am on November 25, 2022, I had no resolution. I was asked if I wanted a shipping refund. I was denied the chance to talk to a supervisor after three requests. Ultimately, I was told I could get a full refund, but the agent wouldn't send through a confirmation of that by email while we were on the call. This will be my first and last order with The Popcorn Company. What I want is a full refund for the product costs and the shipping on my current billing cycle. ORDER HISTORY DELIVERY HOURS Residential:9AM to 8PM Businesses:9AM to 6PM ORDER #: ********** ORDER DATE: November 18, 2022 The ****** Family in transit *********** for delivery details ARRIVES ON: December 1, 2022 DELIVERED BY: ***** logo TRACKING: ********************** P200030 6.5G COZY PLAID MC 3FL The Popcorn Factory ITEM #:P200030 NA28124 POPCORN BALL DECORATING KIT The Popcorn Factory
Business response
11/27/2022
In reviewing the order i show a full refund was posted to the order on *****. It make take 7 business days for it to post from our bank to yours. I do apologize for any inconvenience, if you need exact day deliveries for future orders please know that express delivery guarantee's that, otherwise our policy is to deliver on or before the requested date to avoid any late deliveries.Initial Complaint
04/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have tried repeatedly to be removed from Popcorn Factory emails. I still receive them everyday. I have clicked unsubscribe, I have emailed customer service. I just want the emails to stop. I dont remember every signing up!Business response
05/02/2022
The customer has been removed from email sends, it does typically take ***** business hours for the request to stop completelyInitial Complaint
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On January 4, 2022, I suddenly gained a mystery charge from ThePopcornFactory for $21.39. I logged into their website and saw that a subscription for the Popcorn of the ********** was suddenly active, with order #**********. To give some background information: I was subscribed to the same club in 2021. but cancelled it a few months in. Then in January 2022, it suddenly reactivated again.I spoke with their representatives, and they were able to refund my money. However, I was told that I may have to continue doing this every single month for the duration of the subscription, which makes no sense.I think this is a problem with their software. Their website prevents you from deleting your credit card information, and also prevents you from deleting your account. So their software continues running a program that incurs charges on your account, unless you call in constantly to stop it.I have asked them time and time again to delete my account and delete my billing information to stop the cycle. They say they they have, and yet I can log in using the same account information and see that my billing is still there. Their IT guy needs to purge the information, and they need to stop holding your account information hostage using a system that makes it impossible to delete your card after you've entered it. The website does not allow you to remove the default credit card info and will continue to charge it because of their error.An appropriate resolution is to remove and purge my account so that they no longer have my billing information and I no longer have to worry about fraudulent charges.Business response
02/08/2022
*************** order has been deleted and a refund should process in 72 hoursCustomer response
02/15/2022
Complaint: 16468533
I am rejecting this response because:I am not looking for a refund, I just want my payment information purged from the system so that I don't keep getting charged from a subscription that I have cancelled over a year ago. I actually ended up resolving the problem by cancelling the paypal account that the Popcorn Factory is holding hostage, so when I am fraudulently charged again, the joke will be on then. I recommend this resolution to anyone that is also facing this problem with being locked into a subscription with the Popcorn Factory that they are not allowed to delete. Switch it to your Paypal account and then delete the account.
Sincerely,
***********************Business response
02/22/2022
The customers club order was cancelled in May, the agent in error missed cancelling the January shipment. That was shipped and refunded in full . There are no remaining shipments left in the club plan
Initial Complaint
01/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am owed a refund of $169.20 which they are aware of but have not paid. Have been waiting over 5 months. This was for a refund of Popcorn that was to be delivered every month for a year, but was only delivered for one month.Business response
01/11/2022
Paypal won't allow us to transact a refund after a certain period of time from the date of the charge. We are in the process of mailing the customer a manual check refundCustomer response
01/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me once I actually receive the check. I have been promised payment before and never received it so I am currently skeptical that I will receive it. It would be my preference to keep the claim open until I have actually received the check.
Sincerely,
***************************Initial Complaint
12/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a gift for someone over a year ago and started receiving catalogs after that order. I want to stop receiving because is better to order from the website so I don't need a catalog. This practice is against the environment, because I have to discard t in the garbage and also its a company innecesary expense.Business response
01/05/2022
Our *********** day catalogs have already been mailed out, that should be the last catalog you receive. You have been removed from the mailing listInitial Complaint
12/18/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I made 4 separate orders, one was delivered over one week ago. The other 3 orders have not been delivered. Orders # W01005786616588, W01005785963994,W01005786621012.The orders are over $300 collectively.Would request a refund since these orders were not delivered. If the company has verification of delivery then please provide that verification.Business response
12/20/2021
In checking Paymentech the only deposit there is for that day is for $24.00. That order is 253877669. The Holiday Popcorn Advent Calendar was canceled before it was charged to the customers credit card so no refund is due. The reference number for the deposit on 12/11 for the $24.00 is 77659922 you need to confirm with your bankCustomer response
12/29/2021
Complaint: 16378911
I am rejecting this response because:
The response is totally inaccurate, they are just displaying their incompetence.one order was 6 gift box sparkling snowfall tower order 5786616588
second order was 6.5 gallon popcorn tin *************************** order #**********
third order 6.5 TK Victorian Christmas ***** order # **********
no where was there an Oder for a calendar..
none of these have been delivered as of 12-28-2021
Sincerely,
*******************Business response
01/13/2022
Good Afternoon I show our ********* Services team was contacted on 1.5 by the customer and this was resolved-**EXECUTIVE SERVICES Team notes***RECEIVED CUSTOMERS EMAIL HE STATED HE NO LONGER WANTED ANYTHING FROM ** AND THE ISSUE WAS RESOLVED.Customer response
01/13/2022
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
12/09/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We placed an order for 2 Christmas tins for gifts. We placed order on November 30th and paid extra in shipping to receive it on Thursday, December 9th. We are leaving Saturday morning early out of town and needed these to take with us for gifts. Hence, why we paid over ***** in shipping.We called popcorn factory asking where our order is and was told it will not be here on Thursday, or Friday but Saturday after we've already left. We explained that we paid extra to have it delivered on Thursday, December 9th for a reason. They offered to reimburse shipping but not full amount. This is a contract and we didn't get what we paid for. It will be sitting outside after we have left. They claim it will be delivered on Saturday and we can deal with ****** That isn't a resolution and it isn't what we paid for. We paid for it to be delivered on Thursday not Saturday. It's useless to get it after we left being these are gifts! This isn't customer service and to tell the customer sorry we can't help you is not sufficient. We should of been refunded full amount!!! You didn't keep your end of the contract.Order # W01005784385786 Shipped to *********************** ********************************* Total ****** Shipping *****Business response
12/15/2021
We have issued a full refund to the customer which should appear on their account within ***** hours. We are sorry for any inconvenienceInitial Complaint
11/04/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a gift for someone over a year ago and started receiving catalogs after that order. I have asked the business repeatedly to stop. I ordered from the website so I don't need a catalog. They tood me they would stop and that it could take a month or so but I'm still receiving this waste of paper clogging up my *** personal mailbox. I have also signed up with dma choice.Business response
11/16/2021
I can confirm customer was removed from the mailing list, our Christmas mailing was completed with for the year. So its likely 1-2 more catalogs may deliver and then after that there should not be anymore.Initial Complaint
11/02/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order on July 30. I cancelled it the same day. They sent it anyway. When I called them they told me to keep it with their compliments and they would refund me. It is over 3 month and I have STILL not *** refunded !!!I have called them 18 times with no resolution, except for them to tell me that they have done the refund !! BUT, I HAVE NOT GOTTEN ANYTHING !!!!!!
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Customer Complaints Summary
25 total complaints in the last 3 years.
5 complaints closed in the last 12 months.