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:05/14/2024

  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.

  I placed an order on 4/29/24 on Goldbelly website for an *************************** cake. I paid $79.95 and the site said it would ship on 5/9/24 and delivery would be 5/10/24. On 5/10 I had not received a shipping confirmation so I called Goldbelly. I was unable to speak to anyone live so I sent them a message through their website around 6pm noting that the cake hadn't been shipped and I requested a refund. Hours after I reached out to the company, I received a shipping notification at around 10pm. The cake was delivered on 5/13/24, 3 days after the guaranteed date, and a day after the event I needed it for. I reached out to Goldbelly for a refund, since I had ordered the cake with plenty of time and it was shipped late. Goldbelly is only offering a credit to be used on their website. I no longer want to buy with them, as they are unreliable. I would like to receive a refund back to my original form of payment for the full cost of the cake and any taxes and fees.

  

  Business Response

  Date: 05/15/2024

  We're sorry to see the customer did not receive their items on time. Goldbelly has issued a refund to the original form of payment as of May 15th, 2024.

  Customer Answer

  Date: 05/16/2024

  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

  Date:05/07/2024

  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.

  I purchased the Goldbelly 'KY Derby Party Kit' for a friends Derby party. The order was shipped in two parts. The shipment with the bourbon arrived three days AFTER the Derby. Derby party with glasses and mint julep syrup but no bourbon was a real disappointment. I exchanged emails with Goldbelly and their replies made me wonder if they even read my emails. They have offered me $25 off a future order, good for 90 days. I don't use Goldbelly regularly so a credit with a 90 day expiration does not seem fair. I want a refund. I am reaching out to BBB for a resolution. I tried everything I could through their customer service but there has been no good faith effort to give me a fair resolution.

  

  Business Response

  Date: 05/09/2024

  We're sorry to hear about issue. A Goldbelly manager has reached out via ********************************** to the customer's email to further assist. They require the customer's response to come to a resolution.

  Customer Answer

  Date: 05/09/2024

  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:

  LAST EMAIL I GOT WAS FOR A $25 CREDIT GOOD FOR 90 DAYS...  NOTHING ELSE...  NOT ACCEPTABLE

   

   

   

   

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

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

  

  Business Response

  Date: 05/22/2024

  The customer was refunded for the bourbon portion of his order that did arrive in time for their event. This refund was issued on May 9th, 2024 and communicated to the customer on the same day. On the attachment is the final communication from Goldbelly. 

• Initial Complaint

  Date:04/23/2024

  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.

  Ordered a cake to be delivered on April 19. *** attempted to deliver before the apartment complex was open. Box was marked perishable but *** kept it over the weekend. Cake was delivered on April 22 but was destroyed. Contacted Goldbelly who said *** tried to deliver on April 19 and April 20 (I did not receive any notice of April 20 attempted delivery, which was still when the apartment complex was not open). Goldbelly said there was nothing they could do and wanted to blame it all on the shipper. They offered to reship for 1/2 price, meaning I'd have to pay 150% of the price to get what I paid for.

  

  Business Response

  Date: 05/02/2024

  We're so sorry to see there was an issue with delivery. The customer has worked directly with **********************'s support team who has issued a full credit back to the account holder's ********************** account. The customer should reach back out to **********************'s team directly with any additional questions. Our team has resolved this matter.

  Customer Answer

  Date: 05/02/2024

  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

  Date:03/25/2024

  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 placed an order through Goldbelly for 4 pizzas from Pequod's in *******, **. When we lived in ******* we frequently ate in at ******'s. We love their pizza! Now that we've moved to *******, we were thrilled to learn that we could order ************** through Goldbelly. The pizzas arrived on time and packed on ice which was all good. However, when we opened the first pizza it appeared to be more charred than normal (and we know Pequod's has a history of some charring around the crust and rim.) We assumed this was just normal. We baked it following the directions on temperature and duration. What came out of the oven was 60% not edible, meaning it was more than slightly burnt, per their own standards, it was chewy to the point of not tasting good as we attempted to chew through the bite. We took pictures of it and threw out the remaining pizza. We immediately notified Goldbelly assuming we got a bad batch which would have been no big deal had they looked at the photos and our complaint and offered a refund. Instead, they sent us a coupon for future use on their website. Why would I spend more money with a company that I received a faulty product from? Later that day we received another email from an individual telling us everyone has different tastebuds and taste is subjective. Had we ordered in at ******'s and received an over half not edible pizza we would have sent it back. There is nothing subjective about stating that a pizza was more than charred and chewy therefore not edible. Very poor customer service. Needless to say, we will never use Goldbelly again and will contact ******'s direct, as we are loyal customers, and let them know how terrible this company is with resolving customer service issues.

  

  Business Response

  Date: 04/11/2024

  We're sorry the customer did not enjoy their order for ************** under order ********* Per the product page where the order was placed, the charred/burnt edges are common for for this deep dish ************* as shown on the product page.

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

  Goldbelly is unable to issue a full refund for this order at this time, as the product arrived on time and as advertised.

• Initial Complaint

  Date:03/25/2024

  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.

  Synopsis:Ordered from Goldbelly and paid for expedited shipping. Being a perishable product and formerly in logistics I understand the issues with perishable product delivery.Order #: Order #******** *** Tracking #: ******************. Goldbelly has sent an email from customer service saying they won't issue a refund. In the **************** (and ******** where the company is Incorporated) you must refund based off the data my Attorney has pulled up. I am considering using our social media outreach to start a class action interest page for people who have not had positive experiences and been forced to reorder product instead of receiving a refund.

  

  Business Response

  Date: 04/11/2024

  We're sorry to see that order ******** was delayed in transit and that the customer was unhappy with their interaction with the Goldbelly **************** team. The customer has been refunded as of March 25th, 2024. This communication can be viewed on the attachment. 

• Initial Complaint

  Date:01/22/2024

  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.

  I ordered bagels from Goldbelly that included a dozen bagels, salmon cream cheese and whitefish salad. The order did not arrive at the intended date (January 19th), and further did not arrive at all (today is January 21st with no expected date by ***** At this time, the food is expected to be spoiled. The company will not allow a refund (admitting that the food is spoiled), even though I never received the item.

  

  Business Response

  Date: 01/24/2024

  We're sorry to see there was an issue with *****'s order with Goldbelly under #********. It appears there was a carrier delay. Our team initially offered a replacement or an account credit to enjoy another item with Goldbelly. The customer did request a refund. Upon review from a senior team member, Goldbelly offered a refund as a courtesy to the refund policy. Our refund policy can be reviewed at the link below:

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

  When our team went to refund the order, it was discovered a credit card dispute had been put in place. Goldbelly is unable to process refunds while an ongoing investigation is happening. We have advised the customer to close the dispute so the order can be refunded, but the customer has decided to proceed with working with the bank. Goldbelly will work with the customer's bank to resolve the issue going forward. Correspondence with the customer regarding the payment dispute has been attached. 

• Initial Complaint

  Date:01/12/2024

  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.

  Ordered a Brooklyn Blackout Cake from this company and they have 2 cakes by 2 different suppliers with the same name.One cake is $30 cheaper in price with a smaller serving size which leads you to believe that it is the same cake just smaller.However, upon delivery, the cake is extremely small and after contacting customer service I was told that the 2 cakes with the same name are from 2 different companies. The representative stated that the confusion is "understandable."

  

  Business Response

  Date: 01/19/2024

  We're sorry for any confusion regarding the customer's cake order under order #********. The cake was delivered on time as scheduled, so we are not able to make an exchange for this product. Goldbelly has multiple cakes on their market place. The cake ordered was described as follows on the product page as "Each cake measures approx. 6? 6?". This can be viewed at the link here: *********************************************************************************************

  The alternative Blackout Cake can be viewed here. This is larger for a higher price with free shipping and is 8" and serves ***** people: ***********************************************************************************************************

  These two items are from different companies. We recommend that if customers have questions regarding products, they reach out to clarify any questions with our support team before ordering.

• Initial Complaint

  Date:01/05/2024

  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.

  On December 9, 2023 I place an order with Goldbelly to have an ******************* Carrot Cake delivered on December 21 so that my family would have it on Christmas Eve for our family celebration. The cake hadn't been delivered on the 21st so I contacted them the 23rd and they and they assured me it would be delivered by the 24th. The package never came and I made a request for a refund. They tried to offer me $15 off of a future offer and then they tried to offer me a store credit and the item I ordered is no longer available. I don't use Goldbelly regularly so a store credit with a 90 day expiration date does not seem fair as a consumer. From the looks of the shipping info, a label was made but there is no proof that the item ever left it's destination. All I want is a refund, but they have refused to give me one and I have stated that I do not want a store credit. I am reaching out to the BBB for a resolution before I contact my credit card issuer to have them cancel the purchase. I tried everything I can through their customer service but there has been no good faith effort to give me the fair resolution.

  

  Business Response

  Date: 01/05/2024

  We're sorry to see this order was lost in transit. The customer's order under #******** has been refunded as of January 4th, ****.

• Initial Complaint

  Date:01/03/2024

  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.

  I purchased a desset from *** (I i live in **)I paid the delivery option in 2 days.I received an email on Dec 30th saying its on its way.I wanted the dessert for Bew Year's eve. Once I realized I would get it because the tracking number says that order was not even out for delivery, I sent multiple msgs to Goldbelly saying I do not want the order, do not ship.Today, on te night of January 2nd, i receive an email saying 'its out for delivery'I paid extra to get a dessert on time.I get an email saying its on its way, arriving on January 30th.On yhe 31st I webt out to get another dessert, when I realized the nsg was not reliable. And now they tell me its out for delivery?Is this company blind and deaf?I don't want the dessert, don't need it any longer, it was for guests at my new year eve dinner. I can't eat desserts myself.Now the dinner is gone, the guests are gone.Can't eat that dessert.I want ny money back.I want a refund to my account.Don't want a credit with this company since I won't deal with them ever again. Thank you

  

  Business Response

  Date: 01/04/2024

  We're sorry to see this order was delayed under order ********* ************** was refunded for this order back to the original form of payment as of January 4th, ****.

• Initial Complaint

  Date:01/02/2024

  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.

  We ordered a ****************** from ******** on 12/2 and it was supposed to be delivered 12/22. The delivery company is Goldbelly. We never received our cake for Christmas and customer service says they are looking into. That was days ago. We asked for a refund as we longer want the cake since it wasn't delivered on time.

  

  Business Response

  Date: 12/28/2023

  Goldbelly would be happy to assist. An account or order number was not able to be found with the email address ***********************. This request can be responded to with the order number and Goldbelly would be happy to further assist. 

  Customer Answer

  Date: 12/31/2023

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

  

  Business Response

  Date: 01/04/2024

  Goldbelly is unable to locate an order with the information presented. The customer needs to follow up on this complaint with an order number or the email associated with the order or support request so they can be further assisted.

  Customer Answer

  Date: 01/08/2024

  In regards to above referenced complaint, I received email they closed it.  I did not enter the account number from ********************** on this claim and I did submit a new one this morning with this info.

  
  Goldbelly Order # ********

  Cake ordered 12/2 to be delivered 12/22 and we never received it. My husband ordered it.  His Gmail is ************************.

  
  Before I reached out to BBB, he contacted Goldbelly several weeks ago and they said they were working on it.  We can no longer reach them as they are not answering phone.   Someone dropped the ball and we want our money back in the amount of $75.70.

  
  Thank you for your assistance.