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:06/25/2025

  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.

  See explanation below - want to be removed permanently from their mailing lists - constantly receiving emails/text messages from them.

  

  Business Response

  Date: 06/26/2025

  We understand the concern regarding the continued receipt of marketing text messages and emails, despite multiple requests to unsubscribe. Please be assured that we have received and processed your previous unsubscribe requests, and your contact information has been removed from our marketing distribution lists. We apologize for any inconvenience this may have caused. To ensure this issue is fully addressed, we have escalated the matter to our Marketing and IT departments for further investigation. They will review our systems to determine why you may still be receiving communications and take any necessary corrective actions.
  

• Initial Complaint

  Date:02/07/2025

  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.

  On January 10th I placed an order for some white tulips and some white roses. The tulips came in on time and were fine, The roses however were missing. I contacted Nearly Natural and they initiated a *** investigation, *** came back and said the package was lost. *** from Nearly Natural told me on January 16th they would send a replacement with 24 hours, A tracking number was given to me. The replacement was never sent, I checked the tracking number numerous times and the carrier ****** this time) never received the package, I contacted *** again on FEB 3th about this. She told me this package was also lost and another replacement ( 3rd one ) would be sent in 24 hours. Nothing has been sent. I have not received any merchandise or refund. It has been a month. I have emailed *** and Nearly Natural asking for a refund. I have gotten no response. I am asking for a refund

  Customer Answer

  Date: 02/07/2025

  receipt and tracking number

  email chain with *** (customer support) proving my story

  Thanks

  Customer Answer

  Date: 02/07/2025

  Hello

  This is the full email chain with customer service.   The one I sent previously was missing the later half of the exchange,

  Thanks

  Customer Answer

  Date: 02/07/2025

  Hello 

  Nearly Natural just refunded my money.   I withdraw complaint

  

  Business Response

  Date: 02/07/2025

  Hello,

   

  Thank you for contacting Nearly Natural, we apologize for the inconvenience. 

  Unfortunately, the original shipment *** tracking number 1ZW4132E0321419842 was lost in transit *** responded to the claim and stated the item was indeed lost on 1/24/25.

  We submitted a replacement on 1/28/25 ***** tracking number 439774852468 and regrettably the package never showed movement, we have refunded the customer. 

  Customer Answer

  Date: 02/07/2025

   
  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

  Date:10/19/2024

  Type:Sales and Advertising 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 was looking online for fall decor for hours and ******** upon this brand's website. The products they advertised looked great, especially for the price. However, some of the photos started to look similar to ones I had seen on other sites. I reverse image searched multiple of their listed products using their advertised photos, and found the *original* products from different sellers. It seems this company has made it a regular practice of stealing product photos from other established businesses and trying to pass them off as their own. Luckily, I caught this before I completed my order and wasted hundreds of dollars on fake, flimsy, falsely advertised products. For example: original product advertised on ****************** (*************************************************************************************************************************************************************************************************************************************************************************************************************************** )Fake product advertised on Nearly Natural using R&F's photos: (********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** )

  

  Business Response

  Date: 10/21/2024

  Thank you for bringing this matter to our attention, and we sincerely apologize for any confusion or frustration you may have experienced.
  We would like to clarify that our company, Nearly Natural, is the original brand and distributor of the product you referred to. The images and product listings you encountered on the resellers site, Raymour & ********, represent authentic products that we manufacture and distribute.
  It appears there may have been some misunderstanding regarding the use of images across different platforms. As the official distributor of our products, we provide our resellers with accurate product images, which may look similar or identical to those on our official website. We assure you that the products listed are not falsely advertised, nor are they "fake" or "flimsy." Our brand maintains a strong commitment to quality, and we work hard to ensure that all resellers accurately represent our products.
  We truly value your feedback, and if you have any additional questions or concerns, we encourage you to contact us directly. We are here to assist and ensure that all customers are confident in the quality of our products and the integrity of their purchase experience.
  Thank you again for your time and for considering our products.

• Initial Complaint

  Date:01/22/2024

  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.

  Very disappointed with what I received. I have an 82 inch olive tree that O ordered a year ago. The 2 olive trees that I recently ordered have fake painted branches. Even the pictures do not display the trees to look like this. Peeling paint thats slopped over the tree. Completely disappointed that this company thought that its ok to deceive customers. I told everyone that visited my home about the 82 inch for the holidays only to receive 2 more with POOR QUALITY! I will retract my feelings about what I thought this company represented.

  

  Business Response

  Date: 01/22/2024

  Hello *******,

   

  Thank you for contacting Nearly Natural, we apologize for the inconvenience.

  Usually you would submit a return or replacement request from our returns online portal: *************************************************************************;

  If you have a specific question about quality or if you would like to share feedback on a defective item you can always send us images to ****************************************** 

  When we have images we can share the feedback with our quality control team, and if you would like a replacement tree we can request from quality control to inspect it prior to sending the tree to make sure it's in optimal state. 

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21179765
  
  I am rejecting this response because:

  when I reached out to the company THEY DID NOT request photos to check quality. They wanted me to specifically return the item or exchange. I have purchased trees in the past and the branches were all natural and not painted / plastic. Very disappointed. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/22/2024

  Hello *******,

   

  We have sent you email correspondence with our returns policy and the options you have for your replacement or return.

  Kindly keep in mind you have 30 days from the date you received your item to do a return or replacement.  

   

  Please contact us via telephone or email:

  You can reach us at ************** during our business hours from 8:30 AM to 5:00 PM EST. ****************************************** 

• Initial Complaint

  Date:01/26/2023

  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 last week and was provided a code of COOL to receive 30 percent off my order. This discount has NOT been applied after at least 6 separate e mails to this company. I contacted my Bank, I now have a case against Nearly Natural for my 30 per cent discount. I have screen shots of e mails. Now I am being told until I drop the case they will NOT give me my discount. I am NOT dropping the case since I feel I cant trust them to give me the discount. Order ****** *********************.

  

  Business Response

  Date: 01/27/2023

  Hello BBB,

   

  Unfortunately the customer forgot to apply the discount code to her order, for us to be able to refund her we will need her to remove the dispute with her bank, as we mentioned to the customer. 

  Best regards,

   

  Nearly Natural Customer Service

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18904922
  
  I am rejecting this response because: I have recontacted my bank and they have advised me NOT to remove my dispute since Nearly Natural has not acted on refunding my 30 percent discount to my original method of payment. 
  I did apply the COOL discount code on my initial attempt to order and as soon as I received the confirmation of my order and did not see the COOL discount code applied, I immediately e mailed Nearly Natural. 
  I continued to try to contact them, I have at least 12 e mails to them ( by the way I have NOT even received my order yet!). I can provide all 12 e mails as proof of trying to contact them with no response. 
  

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

  

  Business Response

  Date: 01/30/2023

  Hello,
   
   
  
  Please keep in mind it may take 1 - 3 business days for processing, and 7 - 8 business days for shipping. Your order has been handed to the post office as we mentioned on the tracking details and it's expected to arrive in the next 72 hours.
  ****************************************************************************************************;
   
  We kindly ask you to remove the dispute with your bank so we can apply the discount to your order, unfortunately the dispute doesn't allow us to refund you as we have mentioned in previous communication. 
   
  Please let us know once the dispute has been removed so we can apply the refund you have requested. 
   
  Best regards,
   
  Customer service.

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18904922
  
  I am rejecting this response because: I have contacted my Bank and they have advised me NOT to remind my dispute to do so would not be in my best interest. 
  Nearly Natural could have saved them and me by complying with their advertised offer before it was escalated to this . 
  I do not trust them to give the discount at this point when they could have already done so. 
  I am steadfast in my position. I am not removing the dispute. 
  

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

• Initial Complaint

  Date:01/20/2023

  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 received a damaged item from the company on 12/18/2022. They were terrible to deal with and didnt want to refund me right away. I called twice and was out on hold and never given a resolution. I sent the item back via ***** and they did not refund me the shipping and tax for a damaged item that they sent, but luckily I got my money back for the item. That seems illegal to charge a person shipping and taxes for broken merchandise that they sent a customer. I informed them that I will be reporting them to the BBB and they have ignored me and my requests for a refund. This company is criminal. As a mother of two babies, I don't have time to continually call and ask for my money back. I am doing this for a refund and out of principal because this company is hoping that people are too busy to fight for their money back and they will continue to scam people through not responding and making it hard to get a refund. They should be shut down or fined.

  

  Business Response

  Date: 01/20/2023

  Hello BBB Serving Southeast ******* and *************,

   

  Order Number: 374393

  Unfortunately we don't refund shipping charges as mentioned on our website: "Shipping costs are non-refundable".

  **********************************************************************;

   

  Best regards,