ComplaintsforSnackathon Foods

• Initial Complaint

  01/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Complaint to the Better Business Bureau 1/2/2023 Order acknowledged on 12/13/22 via e-mail Repeat customer (at least 2 duplicate orders to the same address) New order (used 'Repeat Order' button from latest previous order)12/13/22 E-mail from Snackathon that order is being prepared to ship At this point no mention of incomplete street address!!!Somehow only the street number was printed on the shipping label ***Someone at Snackathon shipped my package without the street name on it So, the whole system failed at that point (Order shipping ***** did not check to see on a repeat order why no street name was on label; ****** 'didn't notice?; **** didn't notice when they picked up or scanned; MULTIPLE FAILURES prior to package going out the door!Now, when I asked about my order which had no shown up ~2 weeks later I am informed the street name was missing! As I have ordered exactly multiple times what was in this order, there is no excuse for this company not looking on Snackathon system to see what my street name was or ask for it in the confirmation e-mail.As insult to injury, they did not offer to make it right and just made the statement that I, as a repeat customer, had not put the street name on my repeat order correspondence thus the failed delivery and stated a refund would be processed to the original payment method.This order was for $58.17 and above the free shipping threshold of $50.00, however I was only refunded $49.45 which is several dollars short.No spirit of goodwill, immediately blaming the (repeat) customer for a shipping address error, and shorting the customer on his refund is despicable behavior!Absolutely disgusting with no respect for 'The Customer' who makes their business possible. Unbelievable arrogance to a previously loyal customer in *********.

  Business response

  01/07/2023

  "Reorder" button only functionality is to preload customer's cart with previous ordered item. We do not store customer sensitive data such as billing informations. The customer did send us the order conformation that clearly depicted that both shipping and billing address was enter incorrectly even though no billing info was saved by us or our payment processor. This can be cause by customer web browser Autofill function. Reviewing to ensure both shipping address and billing address are correct are ultimately customer's responsibility. For orders returned because of incomplete/incorrect address, a 15% restocking fee will be deducted from the refund. Full policy can be viewed at *********************************************************
  
  "Failed Deliveries (if applicable)
  The purchaser is responsible for providing the correct delivery address at the time their order is placed. When your order is returned back to us for either having an insufficient address, having an incorrect address or for being refused/unclaimed:
  Initial shipping costs are non-refundable. If you receive a refund, the original cost of shipping will be deducted from your refund.
  If your order is placed with free shipping option, a minimum fee of $7.99 or 15% of total order value, whichever is greater, will be deducted from your order refund."

  Customer response

  01/07/2023

   
  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

  02/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two large bags of crackers from Snackathon. Not only did they take forever to come in, but when they did come in the bags were CRUSHED! I have not found one whole cracker in either large bag. When I say they were crushed, I would say that at least 50% of the bag was crumbs. The rest were small pieces of crackers.I called the customer service number on the website only to get a voicemail with no recording of a company name or anything. I left two voicemails several days apart and neither voicemail was returned.I then went to the website and sent a message through their website asking to speak to someone regarding replacement of the crackers. They responded within 24 hours with a quote of a disclaimer on their website that says crackers can break and all claims of broken crackers will be denied.This was not a few broken crackers. Both bags were CRUSHED! And they were crushed because they were shoved into a box that was way too small to securely ship them and there was no protective material in the box.I will never order from this company again and will warn EVERYONE that they do not care, will not listen, and have NO customer service!

  Business response

  02/23/2022

  We posted an public message on the product detail page to warn customers of the potential damage issue due to the fragile nature of the product beyond our control. The message is in bold as "Breakage During Transit Notice: Due to the fragile nature of the product, crackers can break during shipping transit. Please adjust your expectation accordingly. All claims of cracker damage/breakage will be denied." https://snackathonfoods.com/products/innofoods-crackers
  

  The customer was well aware of the warning and proceeded to placed an order with us. This indicate the customer's acceptance of the warned risk.
  

  Customer response

  02/23/2022

   
  Complaint: 16757314
  
  I am rejecting this response because the state of my product upon arrival was beyond the scope of normal or acceptable breakage of crackers.  If I had known that the bags would arrive literally crushed in crumbs, I would have NEVER ordered them.  If this was just some broken crackers, I would happily oblige.  This is way beyond acceptable breakage.  The reason is that they were shoved in a box way too small for them.
  
  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. ↩