ComplaintsforEner G Foods Inc
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order on their website on 5/29/2024. I have still not received my product, and have not received any response to my emails. Their customer service number also seems to be discontinued. So they appear to be out of business, but are still accepting orders online. I have ordered from them in the past without any issues.Initial Complaint
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Online Order #***** Placed on May 31, 2024 at 10:42 am; my payment was processed the same day. My order is still in 'Unfulfilled' status. I called and left a voice message with customer service; I have attempted to call again numerous times, their phone has a recording that the voice mailbox is full. I have also emailed the company for an update, no response has been received.Initial Complaint
09/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 8/8/23 I purchased 3 cases of brown rice loaf and 1 case of English muffins. The English muffins were fine. The brown rice loaves looked and tasted different and they were all from the same batch with an expiration date of 7/31/24. There are hard white parts in the bread and it appears that the bread was not mixed well and looked more like white bread than brown bread. It did not taste at all like the brown rice bread I have purchased many times from this company. I also found 1 loaf of moldy bread that has not been opened. I have tried calling them multiple times and I always get the following message: the mailbox for the person you are trying to reach is full. Please try your call again later and then the line disconnects. I then emailed customer service on 8/29/23 and again a couple of weeks later with no response. I spent $145 on the brown rice bread and would like to speak with someone. Did they change their recipe? If that was just a bad batch then I would like replacement loaves. If not then I would like a refund. Why arent they answering their phone or emails? Are they still in business? I am very frustrated at this point and hope BBB can help.Customer response
10/21/2023
The company contacted me directly and sent replacement bread for my entire brown rice loaf order. They apologized for the delay and agreed that the quality of bread i originally received was not acceptable. I am satisfied with how this issue got resolved.
thank you for your help.
******* scholl
Initial Complaint
01/23/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
This company has false advertising. They have website menus that claim egg free products however, its not until said product(s) arrive at your doorstep that you read the label and realize that there is a made in a facility that also processes eggs statement on the food label. Nowhere on the website does it say this statement for the product. This companys mission is to offer food items that are safe for those with allergies and dietary restrictions. We have an anaphylaxis allergy to eggs so the loaf of brown rice bread and two boxes of bread crumbs we ordered are not useable because of the life-threatening egg allergy. Even a trace amount of egg could be fatal if ingested. We should have been informed on the website in the product description, since the company does have such warnings clearly labeled on other product descriptions on their website. If you ever need their customer service, they will not answer your phone call, they will never reply to voicemails, and if they reply to your email, it will be a blanket statement that doesnt address the issue at all.Business response
02/03/2023
We apologize for the lack of response to your phone call. We are understaffed and, like so many other employers, having a difficult time finding people interested in working. The person who would normally have fielded your call recently retired, making matters even worse.
Thank you for pointing out the discrepancy between our bags and website. I have since modified our website to include the wording "Produced in a facility that also processes eggs." to all of our products listed on our website. Unfortunately, we had some former employees whose attention to detail was lacking. However, as we order new packaging materials we are also ensuring that this same wording is on all our products.
Ener-G Foods is committed to providing products for people with food allergies and other special dietary needs or restrictions. We were the first completely gluten-free bakery in the nation, and since that time have developed other products to meet special needs. We have several customers with anaphylactic allergies to eggs who eat our non-egg products.
Though we process eggs in our plant, our products that contain eggs are clearly marked as such. Egg products are mixed in bowls designated for eggs. All non-egg products are mixed in completely separate bowls. We have two different packaging lines - one for products containing eggs and the other for non-egg containing products.
We completely understand if you wish to return the items you purchased. If you confirm that you want to return your order, I will issue you a call tag and we will credit your credit card as soon as we receive the products back in our office. If you choose to return your purchase, you should return all items as they were all produced in the same plant.
Best wishes, Ener-G Foods
Customer response
02/03/2023
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,
***********************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.