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:11/11/2024

  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.

  To Whom It May Concern:
  
  On October 23rd, I placed an order, #******, with Veritas Farms for my usual CBD Gummies. I have been buying these gummies from Veritas Farms for 1 year, and have been a long-time 4 year customer of this company. I noticed the packaging looked different on the website, but there was no mention of, nor was I aware that the formulation had changed when I ordered and received my last order. (I have screenshots of the website showing there is no mention of reformulation of the product, and of our chat.)
  
  I received my order on October 29th, and immediately noticed the product looked completely different, and that it had an awful taste, not the pleasant berry taste it used to have. I emailed the company and received an immediate response, in which they told me the product had been reformulated. I told them I'd try to deal with the taste. Later in the week, I began experiencing a very high heart rate and blood pressure and it took me 10 days to realize what was happening to me in that my blood pressure was through the roof because of the reformulation, and I don't even have blood pressure problems. It was because of these gummies. This is a dangerous product! I sent them an email on November 7th and 9th, and was ignored both times. There is no way to call them, and I finally saw they have a chat feature on their website.
  
  On November 11th, I contacted **** via chat and Veritas Farms refused to stand by their product because it took me longer than 7 days to realize what was happening. After approximately 1 hour in their chat, my refund return is at my shipping expense, PLUS they'll charge me a 15% restocking fee, and only for the 3 unopened bags! I have also incurred doctor bills because of this product. I only asked them for a full refund of the products I purchased, and not the expense of my doctor bills.
  
  I want a full refund of my $99.96. I never would've purchased 4 more bags, had I known the product had been reformulated. Thank you.

  Business Response

  Date: 11/12/2024

  Actually there was clear information provided of the change, the main page where the gummies are located says NEW above the Peaceful Mind gummies, as well as please see original formula deck sheet and new formula deck sheet as provided. 

  We have offered via standard return policy/procedure a return of unopened/unused packages of gummies with a 15% restocking fee and the customer has not responded to that offer. 

  The customer has denied and stated that they will pursue refund in full.

  We are unable to return/refund opened bags as the change in formula was made 100% clear on the site (as you can see between the original formula and the new formula) 

  The only exception that we can make is if the customer wishes to return the unopened/unused bags we will give refund in full for the quantity of bags that they return.  

  They are responsible for return shipping and can send to the address with RMA provided in customer communication (also attached) however we will not be able to honor a refund in full for their dislike and inability to use due to the active ingredients that are clearly on the site 

  We will not be issuing a refund in full for this case, we will honor the exception provided should the customer return with traceable method and have in transit by no later than Friday 11/22/24, otherwise we will cancel the RMA entirely and close the case out 

  Customer Answer

  Date: 11/13/2024

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

  There was NOT information provided as to the reformulation on the web page. Your "new" graphic is tiny, and many companies leave something like that on a webpage for years, to indicate something to new customers. No where does it say anything about a new reformulation. As you can see in the transcript, I instantly questioned the changes, but agreed to give it a try. I had no idea this product would affect me in such a negative way. 

  You stated, "as the change in formula was made 100% clear on the site (as you can see between the original formula and the new formula)". How many repeat customer's go and reread the entire description every time they order the same product? Virtually none, because we all assume there is no change in formulation when it is NOT indicated! 

  Also, how dare you say you issued me an offer of dropping the 15% restocking fee, and that I "didn't respond"! You emailed me that offer at 12:24 pm and I responded at 12:40 pm the same day! (See attachments)

  Your website states a "30 day customer satisfaction guarantee" as shown on this page. *************************************************************

  A responsible company would stand by their policies and try to retain a 4 year customer, but it seems you're  digging in your heels and trying to be right. You've literally lost a loyal customer and any recommendations/referrals I would've given you. 

  I appreciate the offer of dropping the restocking fee, and even though I shouldn't  have to incur the expense, I will pay the return shipping, but I want a full refund of the 4 bags, with no restocking fee deducted. I am not an unreasonable person, and this is clearly not my fault. Regardless of mynreasons of why I didn't like the product,  you should be standing by your 30 day guarantee. Your guarantee doesn't state only for reasons you decide are legitimate. 

  Sincerely,

  **** ******
  

• Initial Complaint

  Date:09/20/2024

  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.

  The company I ordered from (Veritas Farms) cannot find my file showing I ordered from them though I have sent their order several times. I ordered *** gummies and when they arrived, they were all melted together. I am supposed to take 1 a day but when they are melted you cannot determine how big a dosage is as well as they have been heated by the sun through mailing, so the *** is ineffective. A *** lotion was also ordered and also very hot in temperature. I immediately called Veritas Farms as well as emailed them. Veritas Farms tells me by email they do not have a phone (never received my calls) and cannot find my order. They originally did not respond to me until "after over a month" when the return policy was over. But I originally immediately had contacted them with numerous emails. They were just not responding as well as saying they never heard from me until after I said I was making a complaint with the BBB. Then they returned my email but by saying my product was never sent and that it is a discontinued product, nor have records. But my order form and Discover **** says otherwise as well as tracking records, all of which I have.We just want our money returned. The other *** companies pack their *** gummies so they do not melt as well as keep records of their orders.Thank you for your time.Charlenea (********) *** *****

  Customer Answer

  Date: 09/22/2024

  My files ae too large and I can not see what files are too large. I have enclosed order forms, pictures etc.

  Business Response

  Date: 09/27/2024

  This customer has ordered from us, and unfortunately did receive a melted product per the images provided, however the customer did not communicate within the policy guidelines even though they state that they did, and is unwilling to and/or unable to provide the documentation to allow for an exception to the policy.  

  The customer ordered on 7/31/24, order ID 212377. This order processed and shipped on 7/31/24 via tracking 9261290318421400986375.  Package marked as delivered on 8/5/24.Per provided policy, https://theveritasfarms.com/about-veritas-farms/return-policy, damaged or missing items, we require notification to be made within 72 hours of receipt for prompt resolution, as well as to ensure for situations such as this that the package did not set in a mail receptacle for days on end before retrieving.   This would require that we receive communication in regard to the issue by no later than 8/8/24 to fall within the guidelines.   Customer stated numerous times that they did try to reach out, however after asking for proof of attempts as our records indicated otherwise, the customer is  unwilling to and/or unable to provide this to allow for an exception to the policy.   Customer did not initiate contact till 9/6/24 which is 30 days past date of delivery and solely stating that they were filing with BBB, through numerous attempts to resolve, customer still opted to file with BBB due to being unable to and/or unwilling to provide the information requested to allow for an exception.  All information has been provided to the customer and all customer communications are attached to this response.  

   

  Customer Answer

  Date: 09/30/2024

   
  
  Complaint: 22303224
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Charlenea (charlene) Wirth

  In the FAX I sent it shows I did indeed email on Aug 5th in plenty of time of the tie restraint for returns not to mention all the phone calls you also said you never received. I have more emails as well but they did not send properly. See the dated emails in this attached info from BBB I sent them. All I want is a refund! You admit now you did in fact send it which you said you did not. Now you admit this and I have verified it is melted. Please refund. Thank you! Charlenea Kay Wirth

  Business Response

  Date: 10/02/2024

  Hi there,

  I see in the fax that you transmitted to BBB that there is apparently previous communication that you are showing.   

  However again a deep search does not show anything on our end prior to the original communication received.  If you would be so kind to forward the EXACT email to include the date that it was sent and whom it was sent to (not the faxed email in the attachments, but the actual email that you show in the fax) that will be sufficient and we will be able to still honor the exception.  (full search of email box provided)

  please forward the original email asap to [email protected] 

  We are trying to assist, however prior to the FAXED information this information has not been shared upon numerous requests, if you are able to forward the exact email as it was sent (to include the original date sent of Aug 5th date that you show in the fax) we will be able to assist.  As the FAX does not contain the full information therefore we kindly request the complete email from when it was sent forwarded for resolution. 

  Upon receipt we will proceed with the exception 

  Customer Answer

  Date: 10/04/2024

   
  
  Complaint: 22303224
  
  
  
  I am rejecting this response because: I have already submitted the email. The company has changed their mind they did indeed send the products they said they did not and have verified they are discontinued products as well. However, they want the emails sent again that I contacted them with 3 days which they said has already been verified. My attorney says this is fraudelent.  I just called BBB to set up a conference with BBB.  We will call our attorney if the company does not return our money for the full amount. I can resubmit the same email they are requesting but I would like to talk with BBB first as this is ridiculous and wasting all of our time. The company has emailed us and verified they did send products after all and that they sent discontinued products they don't know how we received! That should be enough right there for a claim plus all of this. Thank you!! Please do not close this case as we do not want other people to continue to go through this with this company. It is a nightmare! Thank you!!!!
  
  Sincerely,
  
  
  
  Charlenea (charlene) Wirth and David Wirth        

  Business Response

  Date: 10/16/2024

  Order has been refunded, customer still not willing or capable of providing the documents requested however the value of the refund was insignificant vs the time that is being spent on this complaint.   

  1. Never denied that an order was not placed, email addresses that we received original inquiry from was not associated with the customer profile so was unable to locate until the customer verified email address associated with the account. 

  2. Customer stated that they received melted gummies, however we can not control nor guarantee that they will not be melted if they are sitting in mail receptacle for days on end and no customer communication till after 30 days from receipt therefore we simply asked for proof of contact within the 7 day window vs the only contact received outside 30 days from the date of delivery. 

  3. Customer states that they did contact, however unwilling or unable to provide proof of contact as search through our records shows no prior attempt to contact before September 2024.   Only contact methods are via email or live chat which is clearly outlined on our website FAQ's and Contact US page. Customer continually states that they kept calling, we do not have a phone number and have not had a phone number since early 2024.  There is no contact method via phone call available so I can not say who they "keep calling".  

  4. Customer now stating that the salve that they received is expired, however it does not expire till the end of November 2024 therefore that is also false and will not be eligible for refund on that. (Salve not expired does not expire till 11/30/2024 lot LE4005252)

  Please close this case as again, refund issued in the amount of $23.98 (amount paid for the gummies they claim melted and they claim to have contacted about) on 10/7/2024.  Customer is ineligible for any further refund 

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22303224,and find that this resolution is satisfactory to me. We also understand the reasoning our local companies no longer do business with this company. Finally, this company admits (with no apologies) they did indeed send the product, it is indeed to one of the emails that were supplied, and pictures do verify they were melted and we did indeed reply within 24 hours not days. Thank you, BBB. Our witnesses are astounded this took so long with no apologies from this company. We have already purchased from ''another company'' (as my husband is in the medical field) and have already received our purchases and they are not expired nor melted and have 90 day money back guarantee and have not lost our package or invoice or emails. So, yes we accept and will no longer promote this company. We will not read any other comments from this company. Thank you, BBB.
  
  
  
  Sincerely,
  
  
  
  Charlenea (charlene) Wirth