ComplaintsforFresh Bros

• Initial Complaint

  07/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order in May and have not received any of the Delta 8 product. After emailing the company I was told they were having shipping issues. Several weeks later after another email from me asking about my order I was told it would be "out in the next week" I STILL do not have what I ordered. Over 600 dollars of product and now no response from the company.

  

  Business response

  07/12/2023

  **** order is in que to ship out shortly. We should see movement by this Friday or early next week. We thank **** for his extended patience as we did encounter a disruption on our supply chain. However everything has been resolved and we have communicated with **** the whole way through email and responded to every inquiry he has had. We of course are handling compensation back to **** for the delay and always will update him once his order ships. Tracking will be sent as soon as possible as our supply chain issues have been resolved. Hopefully with the credit value back and a completely shipped order we can alleviate the inconvenience of the unforeseen delays that **** experienced.

  Customer response

  07/13/2023

   
  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

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They have not been sending orders out in time. They also gave me a nasty gross liquidy syringe with runny concentrate. I took a video ad showed it to **** he gave me a credit for another one. I used it June 26th and they still have my order held. **** did not make anything right. These are unscrupulous people who steal. I am also on disability. I also sent them a video of the defective syringe.

  

  Business response

  07/06/2023

  ********** was actually not faulty at all. Although it was acetylated Delta 8 which is why it was a little more porous. This also is much more stable and just as effective. Indeed a quality product but not what ***** specifically ordered and we take responsibility for that. We offered store credit to remedy the situation and did experience a delay in our latest delta 8 run. We want to uphold to compliance and are just making sure the proper completion in the lab and quality is present before shipping out. We are in no way trying to hurt our customers we are only trying to help in the best way we can with the rapid increase in hemp based ingredients online. We are open to any remedy we are just going by the communication and take responsibility to do our best to rapidly fulfill.

  Customer response

  07/06/2023

   
  Complaint: 20281555
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

  Customer response

  07/06/2023

  THEY HELD MY ***** FOR 10 F****** DAYS! I RECEIVED THE ***** ON JUNE 5TH,  AND I RECORDED A VIDEO OF THE BAD SYRINGE. I AM REJECTING THE RESPONSE BECAUSE THEY ARE LIARS THEY ARE NOT DOING COMPLIANCE. THEY ALSO HAD A 4TH OF JULY SELL WHERE THEY WERE SELLING THE SYRINGES! IF YOU WERE DOING COMPLIANCE WHY HAVE A 4TH OF JULY SELL IF YOUR RAW MATERIALS PRODUCTS ARE BEING TESTED. THAT IS WHY, I AM REJECTING THE RESPONSE OF THE BUSINESS! I AM FURIOUS AND ON DISABILITY I DONT HAVE TIME TO PLAY AROUND WITH YOU ALL AT FRESH BROS NOR AT BBB! FIX MY ISSUE NOW AND I WILL NEVER ***** FROM THIS THRASH COMPANY EVER AGAIN!

  

  Business response

  07/06/2023

  We are continuously preparing everyday for the new batch to clear compliance and then ****** order will go out swiftly. We have offered store credit and discounts to alleviate the inconvenience. We totally understand these products are vital and necessary for customers like ***** and are doing our best to ship out his delta 8 promptly. We are looking at a potential next week shipment and will provide tracking directly to *****
  

  Thank you

  Customer response

  07/17/2023

   
  Complaint: 20281555
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

  

  Business response

  07/17/2023

  ****** points have been added. We have not lied and have only told the truth and followed our word. Also the order we are comping again was already comped the first time with points. As soon as our new delta 8 is finalized it will be shipped promptly as mentioned in our last email conversation with *****.

  Customer response

  07/18/2023

   
  Complaint: 20281555
  
  I am rejecting this response because: You all did lie! You said I would get shipping info the week of July 10th-15th. Have not received it. You all also have it still being sold on the site. I was born at night, but not last night! Please stop insulting my intelligence with lies and time wasting tactics! It is disgusting it has gotten to this point, where we are going back and forth on the BBB message portal. You all should have picked up the phone and kept your word. Why is the product still being sold if it is being inspected? Stop capping and lying please!
  
  Sincerely,
  
  ************************************

  

  Business response

  07/18/2023

  There are no lies here, we said we would ship the delta 8 as soon as our new batch is finalized and it is still being finalized. We understand that delta 8 is an extremely high demand product, and of course want all our customers to receive in a timely fashion. However there are a lot of moving parts to make sure the oil is ready to ship. 
  

  The customer has received substantial amount of points and has agreed to that compensation. There is no refunds because this order was completely comped by us in the first place And the customer did not pay anything out of his pocket for the latest order. His order will ship promptly when we finalize our latest batch

  Customer response

  07/18/2023

   
  Complaint: 20281555
  
  I am rejecting this response because:
  I never asked for a refund I asked for a syriange that is of quality nd not runny, stop misconstruing what I am saying on purpose. You all sent a defective product the first time, it also lacked potency and quality! Are you okay, the reading comprehension is obviously lacking! The business is obviously lying, please go to the fresh bros site and you will see the 3g Delta 8 being sold and no mention of a delay due to lab results. They are wasting my time!
  Sincerely,
  
  ************************************

  

  Business response

  07/18/2023

  We understand ***** is frustrated and wants his product. We only mentioned we cannot issue a refund because that solution cannot happen as it was completely credited to him in the first place. Also the more fluid, less viscous oil we shipped ***** first is completely quality and most clients actually prefer this for ease of formulation purposes. We totally acknowledged that he wants our new batch of delta 8, a more viscous oil, granted him credit for the inconvenience and will ship his syringe promptly as soon as our batch finalizes. We have always communicated this and ask for patience as we fulfill this satisfactory with *****. As soon as the batch finalizes fulfillment with ship out promptly. Tentatively we are looking at the end of this week or early next.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company is a complete joke, I have had so many issues and they can't resolve a single one, even after involving their CEO and receiving multiple promises!This all started over 3 months ago when I placed an order and had to email them weekly for THREE MONTHS(I was ignored for 3 months) to get the order shipped! After it arrived they completely missed shipping me the cbg ordered... After they told me I would have to pay them again to receive the item I had already paid for? Their CEO told me they would ship it free of charge(still haven't gotten it) and now they have miss shipped another order only giving me 2 out of 7 items. And I don't have years to wait for a resolution and they have already shown they will ignore any customer reaching out trying to get what they have paid for and their CEO **** is clearly incompetent as he tried to tell someone they have to pay for an item twice to receive it once, and cannot follow through a simple promise of shipping an item out that is over 3 months late and they now show it is a habitual behavior by doing it AGAIN!!I have attached screenshots of them telling me to pay twice to receive a single item, the promises of shipping my first missed item(that I still don't have) and the order + what was received on this most recent issue.

  

  Business response

  07/05/2023

  The resolution thisc client is referring to where we are allegedly asking him to order twice is simply because, with his approval, we granted him a substantial high amount of store credit to resolve the issue of his items going out of stock because of such high demand we have lately. 
  

  He threatening the company with lawsuits and legal and was very alarming when we only did what he agreed to and issued him store credit to re order. This is for us the easiest and direct way to ensure no manual mistakes on fulfillment happen. With him utilizing the store credits (a more than free value because we gave him extra points for any inconvenience caused, and he agreed to this) this ensures he types in the right shipping address, order notes, etc anything that can come directly from him to notify fulfillment on the pack slip for incoming orders.

   

  We notified him of the ingredient delay, issued the store credits for him to re order in stock items of his choice, and swift shipment to him of his original order as our new batch of product is in. We thoughtfully have been resolving any inconveniences he might have experienced. We are not perfect and cant please every cusotmer. We went lengths to resolve any of the issue he was facing but it only escalated further until we felt the point of him taking advantage 

  Customer response

  07/05/2023

   
  Complaint: 20264004
  
  I am rejecting this response because:
  For the first concern of "alleged" asking me to purchase twice, I included the screenshots of you telling me to order it again if I wanted it, it's not alleged at all, your company admitted to doing it, your CEO said we would make sure that you shipped the item in accordance with the law (meaning no additional cost to me) and I provided you the screenshot of your company telling me that is what I had to do? Your backpedaling and trying to place the blame elsewhere is also very concerning to me and I'm sure thousands of others if this isn't resolved and I take it to the media showing how you conduct business. I wish you the best of luck in fighting you didn't do something when it's not a he said she said but there is written documentation of the actions, which again have been provided to you by me and I would presume still exist within your email system(if not, feel free to ask your CEO as he is in the thread as well)

  As far as "taking advantage" what is taking advantage of expecting a product that I have waited 4 months for that you still haven't given me, even after your CEO stated he would make sure it went out to me? This also leads me to believe that you are 100% trying to brush this under the rug and act like you have no fault in any of this.. case in point if you you read the initial complaint filed with the BBB and multiple state AND cannabis regulatory agencies all I have asked for is the items I have ordered and then my accounts to be deleted once confirmed I have received all of my items.

  As far as delays and what was communicated there was a ***** day delay... I had involved your CEO after THREE MONTHS of it not being shipped. To which you left out one of my items.

  You then shipped me less than half of another order that was placed, while I am still waiting on the other item from 4 months ago.

  It is also interesting that you are choosing to blame my general counsel being looped in on YOU telling me I have to purchase an item twice to receive it(which is completely unlawful) to not fufill your responsibility to provide the items purchased. Which is in fact a binding agreement.

   All of that being said, I will not accept you trying to place blame elsewhere and not fufill your obligations as a goods provider. So I still want all of my items that are missing shipped to me(in a timely manner as I am still waiting 4+ months for one of them) and AFTER confirmation of receipt my accounts deleted.

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

  

  Business response

  07/05/2023

  As you can see in the attachments, ***** initial order was $52.89 and that was all that was charged. The order was delivered here is the tracking ********************** (Delivered, In/At Mailbox
  ********, ** 84664 
  May 1, 2023, 12:40 pm)

  He had expressed many complaints of various reasons so we granted him substantial credit to alleviate the situation.

  This Order below was free of charge with points utilized 9400136206248937547985 (Delivered, In/At Mailbox
  ********, ** 84664 
  June 15, 2023, 11:37 am)

  We successfully shipped the majority of the order but one ingredient was out of stock. He emailed back and expressed even more dissatisfaction and inconvenience and we issued him even more store credit and just instructed him to order again for reasons I mentioned before. So we could minimize and mistakes and make the process faster directly from his input to fulfillment. With offering even more substantial credit he agreed to this sure was acceptable to just suggest to **** to re place the order. He did not take that kindly unfortunately. 
  

   

  Now we are on to the 3rd order that was successfully shipped 9400136206248999434704
  Delivered, In/At Mailbox
  ********, ** 84664 
  June 29, 2023, 11:23 am

  After all of this, and you can see the amounts that were discounted through the pictures. Over $250+ (Realistically more but just as reference over $250+) satisfied credit back. This obviously is cost to us every time for product cost and shipping. So it comes to a certain point with all the dissatisfaction and angry comments and us trying our absolute best to resolve and take losses while continuing to try. We have to call it at a certain point. I believe that point is now. The customer has received substantial amount of product and credit for his initial $52.89 payment.

   

  We would like to amicably end this peacefully now without further action on our part to keep resolving situations that will never be satisfactory to the client. This is what we mens by taken advantage of. We wish for peace and the best for our customers

  Customer response

  07/07/2023

   
  Complaint: 20264004
  
  I am rejecting this response because:

  This is very unfortunate and really reflects on you and this situation that you again are making false claims In an attempt to make me seem like I am being unreasonable and have been compensated at ammounts which I have not, this is quite honestly a very disgusting business practice but very much shows your true colors, which if left unresolved will absolutely make its way to the public and state agencies with open investigations regarding this matter.

  Here we go showing your lies again,

  For your first lie of their being 3 orders on these said dates I have attached a screenshot of YOUR system showing that is not true by any means. Also if you go back to the original complaint I clearly state that its absolutely about 2 orders which I still DONT have all the items ordered which is why we are doing this now and I have escalated the situation (further backed by the 3 months of your company ignoring my outreach to find my order that was not shipped for THREE MONTHS) 

  As to your absurd claim of giving me 250 in credit and claiming that it's realistically more(if a credit is issued it's pretty clear on a number and can't be realistically more) I have attached a screenshot from the communication with your CEO when he OFFERED me credit for the organization ignoring me for 3 months and not shipping an order for 3 months. It's very very clear that the number was 100, not anywhere near this 250 you have stated, and absolutely not near this "realistically more" number you are pulling out of god knows where..

  As of your claim(pitiful attempt to dodge illegal actions your company has already admitted to) that you requested me to re order an item that YOU didn't send me after I ordered it because it was "out of stock" are you really stating that when you claim items are out of stock you require customers to reorder those items without issuing a refund for the ones previously ordered? Regardless if that item is ordered with credit or put on a card that practice alone is theft at the definition, you are taking what does not belong to you from a customer. If you had followed ethical and legal practices and given the amount for the out of stock item and informed me that it would have to be reorder this would be a totally different conversation, unfortunately you decided to take what didn't belong to you and ask me to give you more.

  Your own CEO also contradicts that claim as in the attached screenshots it's is very clearly stated that he was going to resolve this matter and have the missing items shipped to me(which has still not taken place as stated that it would be done on June 17th also in the attached screenshots) in the same messages your CEO also states that you did not ship them the first time due to oversights and NOT being on backorder as you have now tried to state, further showing the lies and attemt to cover up the issue/place blame on myself.

  As for your pitiful request for wanting to resolve this and move on but I'm being sooo unreasonable... I AGAIN have only asked for the items that I have ordered be delivered to me. Which I would love an explanation on why it is an unreasonable ask to expect items I have ordered be delivered to me now 4 months after the initial order was placed AND 20 days after your CEO said it would be resolved by him personally. (Also in the attached screenshots is one where your CEO on behalf of the organization stated that it is not unreasonable to expect these things to take place) so really really looking forward to your explanation on that one.

  Where you want this resolved so amicably, I am again going to request, and only request(which has been done from the beginning) that I receive the items you have not shipped to me yet. 

  Being, the cbg on the order placed on may 14th that again on June 17th your CEO said he would "personally ensure the item is shipped" to you (me) "without additional charge" *this can be referenced in the attached screenshots* again an offer from YOU, not an ask by me(which you keep trying to use as reason that you have tried and I'm unreasonable even though you still haven't fufilled on it) 

  The 4 ***** pens and delta8 distillate that still have not arrived. Which I have already provided you the pack slips on showing that it was NOT included in your shipment per YOUR documentation and not me making a claim (making this very clear as you like to blame me for being "unreasonable" and paint yourselves in a golden light even though your company's CEO/owner and the documentation obtained through YOUR portal contradicts your statements) 

  If your truly wish to close this amicably as you keep claiming, send me the items I have ordered and waited months for. This is by no means an unreasonable ask or expectation to receive items ordered.(further backed by your CEO claiming that it's not an unreasonable ask or expectation) 

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

  

  Business response

  07/07/2023

  As you can see in the previous comments, we have successfully shipped three separate tracking numbers to ****, this totaling over $250+ in value. All three trackings have been successfully delivered. The only thing out of stock is the *** which we never said wouldnt ship out to him when stock arrives but he remains inpatient and threatening lawyers against us and spamming out inbox. We actually gave him the store credit so he could exchange the *** for something else but in turn he just used that as leverage to extort us more.
  It has become completely overwhelming and unnecessary considering the fact every complaint and alleged dissatisfaction from his initial first order of $52.89, which of course got delivered, we remedied in his favor at no extra cost to him. The cost is and still remains on us the company to bear. There are the trackings to prove all 3 deliveries. We really have shipping and product costs so at this point we cannot continue to lose dealing with a customer that isnt happy. 
  Now keep in mind initially he only ordered $52.89 in product that we successfully delivered (see first tracking number above). We now have gotten to the point where in addition to the 2 extra shipments of $250+ in value we have generously given to him, he still is not happy. So we now have COMPLETELY REFUNDED his initial payment of $52.89 (see attached) so now in addition to everything he has received he now has paid NOTHING out of pocket.
  He keeps demanding more shipments but will not accept the reality that he indeed got all his money back plus a substantial amount of product value for any alleged dissatisfaction he might have had.
  We are a very busy company and want our peace. We cannot deal with this customer threatening, demanding, and extorting us for more. We are asking for this to finally stop and we have the right to refuse business to this customer in the future due to the losses we have taken with the experience we have had with him.
  All we want us peace and our customers to be happy but not at the unreasonable cost of our own companies well-being.

  
  Thank you,

  Customer response

  07/10/2023

   
  Complaint: 20264004
  
  I am rejecting this response because:

  This so called business continues to lie and lie and lie... 

  I have AGAIN attached the screenshot where you did say you would ship the missing items, which in fact was stated by your ***. 

  You claim that their is all this tracking and information but you ignore the documentation PROVIDED BY YOUR COMPANY that the shipments you sent me were missing items ordered.

  You still stem this back to the 3 month delay, the issue at hand is the items ordered that you never provided.

  Why do you keep lying and why do you keep trying to spin this into something it's not?

  Extortion? Really? It's extortion to expect items you ordered to be shipped to you? Especially after the *** of the company says they will ship them? Please explain that one....

   

  Your right, you can refuse service. However you still need to either ship me my missing items or give me the cash value of my missing items an I will go to an actual reputable company to receive them.

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

  

  Business response

  07/11/2023

  We have stated our side of the situation. We respectfully wish to end this matter. Thank you.

  Customer response

  07/12/2023

   
  Complaint: 20264004
  
  I am rejecting this response because:

  Unfortunately, you have been disproven on multiple claims you have made. 

  The most recent being you never said you would provide the items missing and I have supplied you with the evidence that you have in fact made the commitment (beyond the legal requirement) to provide the items.

  Your "side of the story" is meaningless when it has been proven wrong at every turn and claim.

  You continue to refuse remedy that meets the legal requirements. I don't want money, I don't want credit, I simply want and am entitled to the items ordered. Regardless of you absurd claims, and attempts to say you don't have to supply items that you have deemed out of stock? You cannot deem it out of stock and not either supply the item when back in stock and or a return of payment method for that item (not even taking the fact that you said you would have it shipped to me into account)

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

  

  Business response

  07/13/2023

  Again, at this point we have issued a full refund to this cusotmer of $52.89 which was the ONLY money he spent out of pocket. This money was completely refunded to him even though we shipped him the product in full in the beginning he just wasnt pleased for whatever reason. Because he continually expressed his dissatisfaction we did our best and granted him, in addition to the full refund, $250+ in value FOR FREE by issuing him points. He utilized his points and there are 3 separate DELIVERED trackings that I sent in a previous reply that you can reference from before. We truly believe because we as a company made the gesture to alleviate his dissatisfaction with points and he took advantage of that and is extorting us for more. We did everything we could and delivered everything to him besides the **** Granted he has now paid nothing out of pocket and received $250+ of credit he otherwise wouldnt have had, but because of his continual dissatisfaction, he is still demanding more product and threatening us still constantly over email and the internet.

  We can not continue this relationship and this back and forth with the client. We hope he can move on with all the value we have given him. He has not lost anything and has only gained. We are the only ones as a comapny who have lost in this situation. Hopefully the BBB can see this through and end this. For everyones peace.

  Thank you

  Customer response

  07/13/2023

   
  Complaint: 20264004
  
  I am rejecting this response because:

  Again, these claims you are making have been disproven time and time again.

  Regardless of an item was purchased with cash or credit there is a legal obligation to fufill every item on an order.

  I have had to disprove and deal with your bs claims and defamatory comments.

  You continue to ignore the issues, make false claims, and ignore the questions asked of you.

  Explain how asking for the items I have ordered is extortion? 

  Explain why you claimed you don't have to ship backorderd items? AND why after your claim of you never said you would send them was disproven you still refuse to ship them.

   

  You claim you want this over so bad. It's actually VERY easy... SEND ME THE ***** I HAVE ORDERED. This is not unrealistic or unreasonable. I have ordered items and you have an obligation to either fufill those items or provide me the value of those items (I would prefer you ***** the items I have ordered) 

  Its time to cut the c*** of your false claims and defamatory comments, get off your high horse, and follow the law and ship me the items I have ordered. I am not going to keep going the peaceful solution route and dealing with your clear and persistent disregard for the law, morality, and common practice. 

   

  This is very very very easy, send me the items I have ordered and we can peacefully part ways.

  And for your comments of having to blacklist me from ordering from you in the future... Do you REALLY think I want to work with you in the future? With your clear disregard for the law and the low morals of this company? I mean honestly... Do you really truly believe I would want to ever order with you again? When I have from the start told you all I want is the products I have ordered so we can move on? 

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

• Initial Complaint

  04/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a subscription for raw material on Fresh Bros Wholesale Site for Delta 8 Distillate (K) on the 20th of April 2023. I have emailed the company for the last week, sending emails to two different departments. I have called and left over 5 messages with the phone never being answered after calling multiple times a day for a week. I have received no call backs or received a response via email. I am a small vet/black business and cannot afford to have a unreliable supplier for raw material. To this date I have no order history, no shipping information, received no product or response from the company Fresh Bros. I feel that their communication system *************** are deliberate vague and not regularly checked; this is highly unprofessional for a company of this size. I used them in the past with no problem, yet as they have grown they have begun to take shortcuts and let customer service/care go out the window of the second floor. I am requesting the immediate and expedited shipment of my purchased product or a full refund with at least one reasonable discount code. This has directly impacted my ability to complete orders on a supply and financial level. I have a hard enough time with gate keepers in this industry to have to be taken advantage of by company that values profits over customer service/care or professional standards. I also want to be contacted directly by the company.

  

  Business response

  05/24/2023

  Hello *******,

  Thank you for your patience as we sorted out unforeseen delays with out fulfillment and shipping. As you can see from the communication uploaded, and as you probably are aware as you've already received your product, your product has been delivered and your order is complete. As a company of our size we are not perfect with regards to instant communication, however as you can see we did communicate the whole way through and kept you updated. We appreciate your understanding of the delays. Through your responses over email we appreciate your efforts to close the BBB complaint as you said you would through your email reply. As seen through the tracking, 1Z59A69E0327589171 , your product has been delivered and we would greatly appreciate if we can close this complaint. Thank you again for your patience through this process and hope to see you as a customer again with your next order ensured to deliver in an expedited time frame.

  Customer response

  05/24/2023

   
  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. I did receive the product, and this issue has been resolved.
  
  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. ↩