Business ProfileforAfcultures

BBB Serving New Mexico and Southwest Colorado conducted a file review and found that this company has a pattern of complaints alleging issues with ordered items such as receiving a damaged item, wrong item and the item not being delivered. Consumers also allege issues with the business responding to their inquiries. BBB contacted the company about this pattern of complaints and the business responded with the following:

To sum up, to deal with all of the refund/exchange issues and customer service issues in the meantime and the future, we have built a new customer support team to answer all of emails from customers, and we guarantee that we will answer all emails within 24 hours. Besides, we have new policy to refund/remake new products for customers if the product is wrong, the product is damaged, or the product is lost if there is sufficient evidence.

In November 2023, BBB Serving New Mexico and Southwest Colorado investigated Hoang Son Ecommerce Development Company, LLC Doing Business as AF Cultures business practices. This investigation was prompted by complaints, Scam Tracker reports and consumer inquiries.

Consumers have alleged the following through BBB Scam Tracker reports: 
- I ordered a sign but I never received it. I have tried multiple times to contact seller but have received no response. I want either my sign or my money back my order number is *****
- I ordered a black metal kitchen decor items for approximately $120. I waited for weeks and weeks. I contacted the company. They stated that there was no delay and apologized for the inconvenience but the item was enrote. I continued to make email and phone contact expressing my dissatisfaction with this service. The item I ordered was not delivered and a broken different item was sent. I told them not to resend the item but refund my money in its entirety. They said they would have to notify the right department. No resolution to date.
- Ordered a sign for my son who will be attending culinary school in the Fall. The sign came and the lights never worked and I think it’s because there was no controller attached to the lights. I tried to email them but the contact section of their website shows an email but when you click it there is no email and goes in a loop. I found a phone number and left many messages. Never once did they respond. What a scam! Now I am stuck with a sign that does not work! I put this review on trust pilot and finally got a response. They were so sorry for my issue and said they would help. They also in the same email asked me to take down my review. I said I will when they help me get the sign to light. Never heard from them again. Still stuck and no way to contact them. I am so upset!

BBB made inquiries to AF Cultures via email asking the following:
1- Details for if they have a location in Delaware with a warehouse in New Jersey, operating under AF Cultures.
2- To provide a physical New Mexico postal address and documentation of the business or a principal of the business residing in New Mexico. And their mailing address.
3- Contact information. 

In March 2024, the business responded to our investigation questions:
Question 1- Business has stated that the contact information in Delaware and New Jersey is no longer valid.
Question 2- Business has provided a New Mexico registered agent's address as their their mailing address. BBB has not received a physical New Mexico address for the business operations.
Question 3- Business has provided the name and phone number of their manager.

Based on the information detailed above, BBB cannot state with confidence that we have a clear understanding of the business and BBB is unable to verify the true location of the business operations.

If you are having difficulty with a purchase, and have not already done so, you may want to contact your payment provider, such as your bank, credit card company, electronic draft company, prepaid card, etc. to file a dispute. Filing a dispute is time sensitive and should not be delayed. However, not all payment providers allow disputes. Consumers may want to check with their payment provider prior to purchase to find out what payment protection options are available.

You may also want to file a complaint with the Federal Trade Commission and/or the Federal Bureau of Investigation Internet Crime Complaint Center.