ComplaintsforEmerald Nutraceutical

• Initial Complaint

  06/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I hereby wish to file a complaint against the **************** Emerald Nutraceutical, which has likely defrauded my company. I placed an order with them for 500 units of Chaga tincture on February 28. According to their stated lead times, the order was expected to be ready for delivery within 6-8 weeks. It has now been over 3 months since I placed the order. After paying a 50% deposit of the total amount, which was 1495 USD, the company has avoided nearly all communication with me. Despite sending multiple emails to three different contacts at the company, these have consistently been ignored. Attempts to contact them by phone or through the live chat on their website have also gone unanswered.On May 8, I decided to cancel my order and request a full refund of the amount already paid. This decision was based on my growing suspicions that I had been defrauded. Despite nearly all of my previous emails being ignored, I received a response on the same day from the company, informing me that the delivery was ready and that I could not receive a refund. They also stated that I could now pay the remaining invoice. This seemed very suspicious considering the lack of communication previously. I then requested photographic or video evidence of the completed order before paying the remaining invoice. After that, all communication ceased again, despite several reminders from my side and attempts to reach multiple people at the company.I have also noted that other small business owners appear to have faced similar issues when I researched the company further online. There seems to be a pattern where the company stops communicating after receiving payment, and these businesses have reported that they have neither received a refund nor the products they ordered.I have tried to resolve the situation with the company internally, but I strongly suspect that I have been defrauded & I'm filing the complaint in order to attempt to recover the money my small business has lost.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid a half deposit for products for my company $1990 and the emails for the company now are disconnected and I havent received any product. I want my money back and to cancel my order completely. I cannot get in touch with anyone!!!

  Customer response

  11/13/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I closed a deal with Emerald Aug 22, 2022 and since the beginning we've had issues. The communication was extremely poor and there were times I would not get a reply to an email for over a week. It took nearly two months for us to receive our 5 samples which normally takes 3 weeks. This is after I sent over my sources for material and even sent out my own material (which I was told I would not be compensated for). The bottles they sent me after 5 months (I was told it would ***********-8 weeks) were absolutely unacceptable. The cap seals were not sealed correctly, the labels were applied on an angle, and the labels had crinkles in them. Even though the policy agreement they sent me states, "If Buyer, in good faith, determines that all or a portion of the Goods are non-conforming, Buyer may return the Products to Supplier at Suppliers expense. Buyer must provide written notice to Supplier of the reason for rejecting the Products within ten (10) business days. Supplier will have sixty (60) days from the return of the Products to remedy such defects under the terms of this Agreement." After sending over my complaint the same hour I received my products hey told me through text that they would not correct the problem unless I paid for shipping to and from.

  Business response

  12/15/2022

  We are sorry you had this experience. We tried every way possible to accommodate your needs and resolve your issues but unfortunately to no avail. To say we are a "scam" is an unfair claim. We would like to put your review in context for our other customers or potential customers. Your products were produced in line with your signed product specifications. Your label art was approved on 11/18 and your order was shipped on 12/09 (well within our 6-8 week lead time from date of label approval). Upon your receipt of the product you deemed the products "unacceptable" due to there being some visible bubbles in your clear labels. We resolved this matter and agreed to a fair discount on the order balance that was accepted by you and has been since honored in full. After you received the products you requested a full refund due to the same issue (the labels) that we issued the discount to remedy (which you accepted and used). We made every attempt to find an agreeable solution for you and we wish it would have ended better. We wish you the best of luck in the future.
  

  Customer response

  12/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   1) They stated that they sent me my product well within the 6-8 week lead time. This is false. The lead time was to start once they received my deposit, which was Aug 22. It took them three months to approve the label design I sent them.
  2)They sent me pictures of the product before sending me the product and I asked why some of the font was brighter than other parts on the label. They ensured me quality control, the project manager and the *** went through and double checked and it was not actually like that, it was just the lighting. Upon receiving the products I found out this was a lie. Many bottles have font that is brighter in certain spots.
  3) I accepted a discount on the product with the pre-tense that only a few of the bottles had bubbles in the labels as they told me. I was not shown or told about the other defects. I was also not told that all **** labels had issues. If I knew this I would have never accepted them.
  4) They never mentioned that the seals on the bottles were applied poorly.
  5) They told me that because the labels were machine applied the bubbles shown on the labels were inevitable. I have been applying the same clear labels on the same bottles for almost a year without any issue. They applied the labels wrong or they ************** that were too large which is why there are many bubbles and the bottom of the label is crinkly.
  6) I requested for them to honor the purchase agreement and re-label the product because the product did not meet standard and was much worse than they had described to me. They refused this request stating that by accepting the product with a $950 credit I was voiding the original product agreement they sent me. They never stated that by accepting the product I was giving up my rights to the original contract.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  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. ↩