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:02/12/2025

  Type:Service or Repair 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 large order with Sulu organics on 11-7-24 totaling $416.25. They were backed up on orders containing lard so the rest of my order was delivered and I contacted them to find out where my lard was, they responded promptly. They finally sent out the lard but instead of it being the 50 lb block they were supposed to send, they sent 6, 7 lb containers leaving me 8 lbs short. I contacted them on 11/18/24 via email asking if the rest was coming and this is the response I received, "Yes, there should be another package.Let me check with the shipping team, we will take care of it for you as soon as possible."On 12/30/24 I contacted them yet again as I still had not received the remaining 8 lbs and on 12/31 this is their response. " It looks like there were two packages delivered with *** in this shipment.Have you received the rest of your Pork Lard?If not, do you still need it?" I responded and told them I had not and was asked if I needed it or wanted a refund. I told them that either would be fine but I have not received a refund nor the 8 lbs. On 1/19/25 and 1/28/25 I emailed with no response. I have now tried calling but due to their answering service the phone call will not go through. At this point I am exhausting all avenues to get ahold of them. I have messaged on ******** and also left a 1 star review that I will remove if they contact me as I have never had an issue with this company. I just want what I have paid for.

  Business Response

  Date: 02/27/2025

  The second package with second part of the order was delivered to:

   

  ******** ********
  ******************
  St ******* MO 63303

  on February 21, 2025, 2:43 pm

   USPS tracking number
  420633039334610597204050030959

   

  You can track its below:

   

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

   

  We apologize for any inconvenience.

  Customer Answer

  Date: 03/11/2025

   
  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. Yes, Sulu was in contact and remaining 8lbs of lard were received. 
  
  Thanks for the help,
  ******** Rathmell 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:09/11/2024

  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.

  Our company made an order in april 2024, and as we are located in ****** we first received the goods in june 2024. One of products was missing, and we contacted Sulu Organics to inform them. They responded the same day, and offered either a refund or to send it, which is fair. As we were in the process of completing another order, we asked Sulu to include the item in the order (completed 5 days after). We received this order in august, but unfortunately the monoi oil was still missing! The last week we have contacted Sulu Organics six times per email, and they still haven't responded to us. We have called customer service, but after a looong ringtone the call is ended by an automated voice saying "please enter your access code", whatever that is supposed to mean. Extremely disappointed that Sulu Organic won't answer our emails, and that it is seemingly impossible to get a hold on them over the phone.

  Business Response

  Date: 09/12/2024

  Good Day Ray,
  
  
  Thank you for contacting us.We apologize for any inconvenience with your order.  The ****************** from order #***** was refunded due to mistakenly sent wrong product.
  
  
  Looks like your emails were sent as a spam message. Please check your email settings.
  
  
  Please let us know if you have any questions. Your patience is greatly appreciated.
  
  
  Kindly,
  
  
  Customer Care team

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 the 7 LBS Grass Fed Grass Finished Fully Rendered Beef Tallow for $45.99 on August 6, 2024. It was delivered on August 10, 2024. We followed the instructions to open the lid on the product but the lid would not open. We tried pliers, we tried everything (both myself and my husband). I emailed for assistance and the email communication at Sulu was with someone who was clearly not familiar with the packaging. I requested to speak with someone who was familiar with the packaging, they said someone would call me and they asked for a photo. I asked for a time frame that I could call them or if they would please call between the hours of 2-4, as I was working in the morning and I sent the photo. We have been trying to open this product since August 10. It's now August 23 and I've not heard anything else from them. The bottom line is that the packaging is defective. If two Ivy League, capable adults are unable to get the lid off, it's a defective product. I'm attaching a picture of the product, you'll notice the area on the left of the lid where we tried to pry the lid off with pliers. It didn't work. I sent an email asking for a refund and no response. I will not pay to ship it back to them, nor will I spend the time to ship it back to them because it is a defective product and I've already spent a lot of time communicating with them in good faith thinking that they would make it right. They have not. I would like a refund.

• Initial Complaint

  Date:08/04/2024

  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 made my first purchase directly through the company and to say the experience has been a major disappointment is an understatement. I purchased several items but got no order confirmation e-mail which was concerning, I could see the charges on my AmazonPay but there was no confirmation from the company the order was received.With this, right away I called the company to notify them I never got the order confirmations and that I wanted to cancel these orders so I could have just one order so the discount was applied and they arrived together. For nearly two weeks, I made 38 phone calls to the company during business hours and each time there was no answer and the voice mail was always full. I was also sending messages on their website seeking assistance and got absolutely not response. About two weeks later packages started arriving and since I also never even got the shipping information from the company, I was unaware they were in route. They were delivered when I was out of town and the cold pressed organic oils I purchased sat on my porch for days in 100F+ temperatures which of course oxidized and damaged the delicate oils. I again contacted the company via e-mail and after multiple messages they didnt quiet address my concerns, but they just gave me a percentage discount for the next order. I decided to just count my losses and utilized the discount code for other items I wanted. This package was however not properly secured and was mishandled in shipment so it arrived leaking. I notified the company of the condition the package arrived with photos. It has been 10 weeks since the fiasco with this last order started and still no resolution. It is astounding that this is the way this company chooses to conduct business which is contrary to the commitments in makes on their website. See additional details of my complaint in the word document attachment; the desired resolution is that the damaged items are replaced.

  Business Response

  Date: 08/19/2024

  Good Day  *************************,

  We were responding you via our email to all your concerns, however, you always make complaint after every purchase you make and you received a replacement 3 times already free of charge. I talked with you on phone when you did not want to return the oils back and  requested a full replacement even oils were not heavily damaged.

  I am attaching you all your order details with free replacements for every order you placed.

  Please find your order details. We sent a replacement for Pumpkin seed oil , for **************** for *********** and you have multiple accounts on our server.

  We sent a replacement on for your last order and it was delivered to you on July 19th.

  USPS tracking number

  420300809334610570803350287587

  Your replacement package was shipped and delivered to:

  *************************
  ***************************
  Smyrna GA 30080
  *************

  If you cannot find your package you need to contact your local USPS.

  We attached your order details(which is free replacement) and tracking details below.

  We will call BBB and show all these details to clarify this situation.

   

  kindly,

   

  SULU ORGANICS team

   

   

   

   

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22089251
  
  I am rejecting this response because:

  The company still does not address the issue. As I detailed in the document in my original complaint, I never received the replacement for the damaged items, and this remains the case. Due to **** issues the replacement items were never received. I notified **** of this, filed a service request and sent this information to the merchant. Trace and redelivery efforts by **** were unsuccessful and so **** advised me to contact the merchant for replacement and they (merchant) can file the insurance claim on the package. I have done this, I notified the merchant, but the merchant does not address this. They just repeat that the original package was sent, which does not solve the issue, we are still in the same place we were weeks ago. Instead of addressing the issue,their response is to call me a complainer. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/20/2024

  We shipped the package twice, both of them were delivered to the address given by customer, we sent 3 free replacements for this customer and we just checked with **** and no-one requested a service or contacted to **** on behalf of customer about this particular package.

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22089251
  
  I am rejecting this response because:

  This is not true! And it is baffling how this business has been misrepresenting facts. After filing my complaint, the company also emailed me, and the email chain they replied to and have been responding to shows the ************ request that I filed. I attached this email chain in my previous response,and I am attaching it again in this response as well. If for some you choose to be blind to seeing it, it is the 2nd page of the attachment and the ************ request number is ********.
  It is also completely untrue that I have received 3 replacements for this order. I have only gotten 1 replacement for a different order, and my e-mail correspondence acknowledges this. I have never received any replacement for order no.: *****, I still only have the damaged merchandise. The replacement package allegedly sent on 7/10/24 was never delivered to me despite **** showing as delivered, hence why ************ request ******** was initiated.  Please reference the attachment for details on the issue. And please provide a substantive response as I have requested in the e-mail, if you are going to make assertions ensure to support them. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/02/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 last week at this business, after using the products, I got a terrible allergic reaction, I contacted them five times via email, and was in touch with aurora, then nothing, I tried to phone the company but the mailbox is full, they refuse to reply to my emails, I paid $50.00, for these oils and can't use them, I asked for a refund.