Complaints

This profile includes complaints for Nugget Comfort LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nugget Comfort LLC

  200 Business Park Dr Butner, NC 27509-2478

• 

  Nugget Comfort LLC

  228 S Nash St Hillsborough, NC 27278-2339

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:12/05/2024

  Type:Billing 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 purchased a Nugget on November 25th 2024 as well as after ship protection. My order was marked delivered on November 27th 2024. When i got home id realized it had been stolen and filed a claim. My grandma ordered a new one on November 28th so my kids would have one for Christmas. I told nuggets customer service as well as after ship i just needed a refund as my grandma ordered another one. I was ignored my an agent and they only communicated back on misinformation and incorrect assumptions. Blatantly ignoring my request for a refund as my claim had been approved. My claim was for up to $249.

  Business Response

  Date: 01/02/2025

  Hi *****, it looks like your refund has been processed, so you should be all set. We typically aren't able to provide refunds for courtesy replacements, but since your products were returned, we're happy to do so. 

• Initial Complaint

  Date:10/28/2024

  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.

  Placed Order through Nugget Comfort Site on Saturday, 10/19/2024 for SeaMonster Colored Couch. Order was acknowledged through email but, order was Not shipped within three (3) business days of Purchase as shown on Company Website Instagram Page which would have been Wednesday, 10/23/24. Nugget Comfort refuses to provide phone number for contact and I was obligated to begin "tracking" my Purchase of $289.00 through the message chat button on the companies page. I began asking where is my purchase on Friday, 10/25/24 as I was giving Nugget Comfort the benefit of the doubt for shipping BUT, the company had mishandled and Never shipped the Order even though the message chat individual advised that company processed the Order on Monday, 10/21/24. This purchase was for our Granddaughters First Birthday Party on ****************** and Nugget Comfort confirmed that it would send ***** Overnight for Delivery Saturday 10/26/24. I received confirmation of this Expedited ***** via Chat and also follow up email from "Mo" at Nugget Comfort that Order was shipped Overnight Delivery for Saturday 10/26/24. "Mo" with Nugget Comfort advised that company had called ***** and that package would be received no later than 10/26/24. Package was NOT received on Saturday and Monday's Delivery with ***** Tracking Number ************ has now been Recalled to Nugget Comfort by "Mo" per ***** Employee so we will NEVER receive this item that was paid for on Saturday, 10/19/24 for our Granddaughters First Birthday Present. / ************ is a SCAM for individuals preying on persons with small children and should be labeled as such. I have file the appropriate dispute with my **** Card for reimbursement of this debacle and will anticipate BBB investigating as well to keep from additional disappointment for a child and also monetary THEFT due to predatory business practices inflicted by Nugget Comfort.

  Customer Answer

  Date: 10/28/2024

  Yes, I am requesting a full refund from Nugget Comfort for the full purchase price of $289.18.   I have filed the appropriate complaint with my ***************** and have been given a temporary credit for the purchase amount of $289.18 which will remain if Nugget Comfort does not dispute.  I also anticipate BBB providing Nugget Comfort with the appropriate notations on line of this complaint and reason for the complaint.  I have provided the appropriate documentation to support the Fraud and Predatory Business Practices perpetrated by Nugget Comfort.  Thank you.   

  Business Response

  Date: 10/28/2024

  Hi ******, a refund has been processed for your order and again, we're sincerely and deeply sorry for the bad experience. We know how important birthdays are, and truly hate that the Nugget didn't arrive in time. Our team regrettably wasn't able to correct our mistake in this instance, but we've implemented new procedures to ensure it doesn't happen again. Thank you for your understanding.

• Initial Complaint

  Date:12/18/2023

  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.

  Nugget Couch in Koala Gray

  Customer Answer

  Date: 12/18/2023

  I ordered the nugget for my daughter for Christmas and it said it shipped and would arrive 3 days after ordering, I was initially VERY impressed. I ordered both the couch and liner. I received the liner 3 days after ordering. I checked the tracking on the couch and noticed it also said delivered. I waited a couple days because I know there can be a delay on the delivery versus the notification and the actual delivery. Nothing showed up, I work from home full time so it's not like it would have been stolen from my porch. I contacted Nugget and they essentially told me it wasn't their problem and to reach out to ***** and file a claim. I did so and nothing has come from that other than "package is lost, contact the sender to resolve"...I have reached back out several times and am not being offered a solution. This is my daughter's big Christmas gift and a $250 gift...Christmas is in 7 days and they will not help me. I just want a replacement shipped, so I can have something on Christmas for my daughter.

  Business Response

  Date: 12/22/2023

  Hi *****, 

  We're so sorry for the delivery issue it looks like our team reached out to ***** on your behalf and opened a delivery investigation. After being unable to locate the original shipment, we issued a replacement shipment on 12/19 that was delivered on 12/20. We hope the Nugget is a big hit with your family this holiday season! 

• Initial Complaint

  Date:12/18/2023

  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.

  My order was marked as delivered and I never received it. I contacted them several times and was told to start an investigation with Fed Ex and after the 72 hour investigation, Fed Ex advised me to contact the shipper to initiate lost package procedures. I let them know all this information and for over a week I was bounced around through different representatives through several emails and when I try to chat with them on their site, they direct me to continue conversation in email, and the emails are delayed with now a reply that they can not help me and to take it up with Fed Ex! I spent over $300 and did not receive my order. The package shows delivered to a garage, which is the wrong address. It wasnt even delivered to a front door and they cant help me. This is a Christmas gift for my daughter that I did not receive. This is unfair!

  Business Response

  Date: 12/18/2023

  Hi ********, our team has been in consistent and frequent contact with you via chat and email, but I'm happy to share our response here as well. We investigated the delivery of your order with our dedicated ***** Premiere Team, and verified that it was delivered to the address used to place your order.

  We've reviewed your customer profile and history, and due to previous requests, we're unable to provide an additional courtesy replacement. In previous conversations, we've strongly suggested reaching out to ***** to request a hold for pickup for any future orders to avoid any additional delivery complications. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21024806
  
  I am rejecting this response because when I spoke to Fed Ex, they told me to contact the shipper. I have been given the run around for 2 weeks. If Nugget does not want to issue a replacement then they could issue me a refund. I paid for an item that I did not receive. This is not fair. 

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

  Business Response

  Date: 12/22/2023

  Hi ********, 

  Upon delivery, ***** scans each shipment to ensure that all shipments are delivered to the appropriate address. In this case, ***** verified delivery to the address on file:
  *********************************
  ***************************************
  ******** ** 34715
  
  Given that we've previously issued a courtesy replacement for this same concern, and again, because ***** was able to verify delivery, we're not able to assist with a refund or a replacement.

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service 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.

  5/1/23 Nugget was delivered to our house. It was a gift from a family member. I inquired 4 different times since that day (today is 5/4/23) regarding an exchange because I didnt like the color. I uploaded pictures as well as provided the original order number. Nugget doesnt have any means of direct contact (live chat or phone number) you can reach. Ive sent an email to hq as well as submitted requests online. After 15 days from delivery, Nugget says the warranty is no longer valid. Need contact from them asap- terrible (or lack of complete) customer service.

  Business Response

  Date: 05/05/2023

  Hi ******, 

  Our team has responded to your requests multiple times, but it sounds like our emails aren't reaching you. Please make sure you check your spam/promotions folders or any filters you may have set up. We shared a return label that you can use to ship your Nugget back to us for store credit to purchase a different color. Thanks so much! 

  Customer Answer

  Date: 05/08/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/08/2023

  Type:Product 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 nugget was delivered through fedex 02/05/2023. The box was open and there was a brown substance on the box itself and the exposed part of the nugget that was out of the plastic. We opened the whole nugget and noticed more brown spots, plus a horrible smell. We took the cover off, but the smell was also soaked on tbe cushion. I sent videos a d pictures of the nugget and the box. I asked for a refund and they're saying they can't do that, but would send me replacement covers. The nuggets itself stink, not just the covers. Absolutely ridiculous, will never do business either them again.

  Business Response

  Date: 02/17/2023

  Hi *******, we're so sorry that your box arrived damaged. We're always happy to help with replacements for any damages, and offered to do so for the pieces that we were able to verify. Our team has been in touch with you via email and we look forward to hearing back from you to resolve the issue. 

  Customer Answer

  Date: 02/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: until I get the new one in the mail, then I will donate the nasty one. Which is what I said in my email multiple times.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/07/2023

  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 a playset couch on Jan 10 2023 and after it shipped out on Jan 19 2023, it seemed to hit several 'delays'. I reached out to customer service twice to no response until I emailed their HQ email directly. Their customer service representative offered no solutions but an apology. Come February, our package had been delayed several times even though it was still in the same city. When I looked at the tracking ID, it said that the shipper (Nugget) had made an error in our delivery address and only they could correct it. When I reached out to the customer service representative to fix this, she did not respond. I ended up asking for a refund and she then felt the urgency to contact Fedex to return the product. It is disappointing and absolutely horrifying to see that she enacted so quickly when prompted to refund the package instead of resolving it as I had initially asked. Very disappointed and have shared my story with several mom groups and will now on public forums.

  Business Response

  Date: 02/17/2023

  We are so sorry again for the shipping delays — it absolutely should not have taken so long for your Nugget to arrive, and we should've issued an immediate replacement, given the confusing tracking information. Our team waived the shipping costs and overnighted a new shipment that arrived last week, but please let us know if there's anything else we can help with down the road. 

• Initial Complaint

  Date:01/03/2023

  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 put in an order in this website and trying to get a status of this order given I will be out of the country in Jan end, and they have not replied to me, I need a response immediately so I could decide whether I need to cancel my order if they couldn't deliver the sofa ontime or I should keep waiting.

  Business Response

  Date: 01/04/2023

  Hi ******, apologies for any confusion. Our shipping estimate at the time of your order was within 4 weeks, so we're expecting your order to leave our factory by no later than 1/16! Shipping estimates can also be found in your order confirmation email or on your order status page. Our team was on holiday break when your email was received — hopefully you saw this in our auto-response or on our website, but we apologize again for any confusion. 

  Customer Answer

  Date: 01/04/2023

  
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/28/2022

  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.

  On September 4, 2022 I contacted Nugget company regarding I did not receive the packages (2) two nuggets I bought. They told me I had to contact FedEx and file a complaint, which I did. Fedex then said they could not help me and denied my complaint. I contacted Nugget and they said they could not help me either and could only send a replacement. I told them I did not want a replacement because my daughter's birthday had passed and we decided to buy her a ball pit because we did not receive the 2 nuggets. They sent me a replacement and I sent them back and told them I want my full money back that this is ridiculous. They are not willing to work with me. I was very frustrated with them. They take forever to respond and there is no phone number to contact them. This is only through email. My order number is ****** for reference.

• Initial Complaint

  Date:09/19/2022

  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.

  In September I ordered a nugget, the delivery date showed 9/15. Not only was there no delivery (I stay home and was outside all day with my son) but there was no fed ex driver even on our street. Fed ex had me send photo evidence of my residence and agreed it was definitely not delivered to my residence. Nugget has been impossible to get in touch with, will not send a replacement OR refund my purchase.