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:03/17/2025

  Type:Order 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.

  Dishonest, Unethical, and Impossible to Work With Avoid Tropical Fruit Box We worked with Tropical Fruit Box for over a year, holding biweekly meetings and quarterly business reviews with their senior team. Our services generated $37,000+ in attributed revenue, which they acknowledged multiple times.After terminating their *************** Officerwho had full access to their email, financials, ******** ads, and eCommerce systemsthey suddenly claimed he wasnt really a team member and not authorized to sign contracts. This is absurd. If he wasnt authorized, why did he have complete control over their business operations? for over a year?When we attempted to resolve the issue professionally, their leadershipespecially Monicabecame completely unhinged. On a call, she screamed nonstop for 30 minutes, making up one ridiculous lie after another and refusing to acknowledge basic facts. It was clear she had no understanding of sales, marketing, or our services.Then, they threatened to post false BBB reviews unless we agreed to their delusional storya clear case of blackmail and extortion.Despite this, we still offered multiple fair solutions, including:?? A month-to-month plan (a rare exception)?? A reduced-price contract ?? Immediate contract cancellation with no further obligations They rejected every solution, escalating false claims instead.Tropical Fruit Box is dishonest, aggressive, and impossible to work with. They refuse to honor agreements, fabricate nonsense, and resort to screaming and blackmail when things dont go their way.If this is how they treat business partners, imagine how they treat customers. Avoid at all costs.

  

  Business Response

  Date: 04/17/2025

  
  We reached out to this company with the clear intention of ending our contract because 1) the $37,000 in attributed revenue didnt justify the cost of their service, and 2) their pixelwhich is the core of their offeringhad been inactive for months while they continued billing us. Rather than acknowledge these valid concerns and honor our cancellation request, they repeatedly pressured us to sign a new agreement instead.

  
  We were transparent about our internal situation, including that a former *********** they claimed was authorized to signwas not. Despite this, they refused to acknowledge the reality and continued pushing that he had authority he did not. We havent had this issue with any other vendor.

  
  Hoping for a reasonable resolution, we escalated to the CEO, ***** ***, but were given two unacceptable options:

  
  Option 1: A partial refund for the inactive pixel months, but only if we entered a new month-to-month contract.
  Option 2: Be released from the contract, but forfeit any refundeven for services not rendered.

  
  Its now April, and despite our repeated requests, they are still billing us $2,100 per month. This has been an incredibly frustrating and unprofessional experience. Weve never encountered such tactics from any other company weve worked with. AVOID.

• Initial Complaint

  Date:10/22/2024

  Type:Product 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.

  THAT information is wrong, upon making the purchase i spoke to a *** on the phone and she told me that the mangos are the same , the mango called ******* is grown in ******* and the mango called Haitian mango is grown in ***********; she said is just the country the mangoes are grown changes the name but it the same mango. that the only reason i bought them otherwise i would not have wasted my money. They lied to me just to  make the sale

  

  Business Response

  Date: 11/06/2024

  Hello, this customer reached out to us asking if the ******** mango and Haitian mango were the same and we confirmed that they are a similar variety and have similar taste. We confirmed that although similar they're were not the same hence why they are names differently and are sold as separate mango boxes.  With this answer, the customer went ahead and ordered the ******** Box. Once the box arrived, he reached out to us complaining that it was not a Haitian mango.This was clearly communicated to the customer PRIOR to purchase and a refund is not applicable in this scenario per our company policy. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22459249
  
  I am rejecting this response because:
  THAT information is wrong, upon making the purchase i spoke to a *** on the phone and she told me that the mangos are the same , the mango called ******* is grown in ******* and the mango called Haitian mango is grown in ***********; she said is just the country the mangoes are grown changes the name but it the same mango. that the only reason i bought them otherwise i would not have wasted my money. They lied to me just to  make the sale
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 11/18/2024

  Hello, we contacted this customer and explained why the 2 *********************** are not the same. The country of origin and the soil these fruits are grown on factor into that. Given the fact that he has been a re-occuring customer, we went ahead and refunded him. This matter has been resolved.

  Customer Answer

  Date: 11/18/2024

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/07/2024

  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 made a purchase with this company and I included the additional insurance for any problems that may arise. Well, it's a good thing I did because this order was just RIDICULOUS!!! I hate I ever did business with them and by it being my first order, I'm VERY disappointed. My order came late and it was spoiled. I sent the company a email and it takes FOREVER for them to respond. Then when I finally reached someone they told me everything was handled through email. I've sent pictures and everything but I feel like I'm getting the run around. I just want this nightmare over with and I will NEVER, EVER place a order again.

  

  Business Response

  Date: 10/14/2024

  Thank you for bringing this matter to our attention. Please note that *************, where our company is located, has been experiencing several hurricanes during the last two weeks that have affected shipping and fulfillment times. We are sorry that this order was affected by the extreme weather. Attached please find a history of the correspondence with this customer, where we reference our Freshness Guarantee and when the customer refused a fresh replacement, we promptly reimbursed the customer. We hope we are able to serve the customer again in the future and that the customer can forgive circumstances such as extreme weather that are outside of our control. 

• Initial Complaint

  Date:06/09/2024

  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.

  This company will sign you up for reoccurring subscriptions without your authorization or approval. And once they do, they do not advise you they will be sending another order until after they have sent it. They do not answer phones at all or emails in a timely manner.

  

  Business Response

  Date: 06/24/2024

  Hello, please see attached screenshots that detail the subscription process for the product the customer purchased. Note that at multiple points throughout the shopping process, the customer selects either a one-time purchase or subscription discount, then the subscription frequency, then at checkout it shows the subscription interval as well as post checkout and via email.

  Our customer policy is so customer-centric, that we do not even have a minimum subscription period for cancellation. However, please note that if any confusion was caused to the customer, we did go ahead and cancel the subscription as well as refunded the customer as shown in the attachment. We hope this satisfies this complaint and we can serve this customer again in the future.

• Initial Complaint

  Date:06/12/2023

  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 ordered a box of ******** ******************. The fruits I received were not a match to the item description nor were they fit for consumption. They were terribly rotten and smelly. Upon issuing my complaint they refused me a refund and sent a replacement which also came rotten. When I began my conversation with customer service they discontinued the conversation and my issue has not yet been resolved. I would like a full refund for their non compliance to have fulfilled my satisfactory needs.

  

  Business Response

  Date: 08/02/2023

  Hello,

  ******'s 1st box of mangoes were reported to have quality/shipping issues.  We immediately sent out a replacement box (free of charge).  Customer reported issues for the 2nd box as well, however refused to submit pictures as our policy states for a full refund. We gladly refund or replace any product received in bad condition.  We are in the business of shipping perishables and many things can be out of our control.  The only thing we requested was for a picture with the damaged product, no need to send it back on 6/12/23. To date we have not received the picture requested.  We also advised customer that a ful store credit or another replacement would be an option if they weren't able to provide the photo however customer did not respond.  Customer has submitted a chargeback on 7/10/23 with their bank and the funds are not in our acct anymore.  They will need to check on the status of their chargeback. 

  
  June 12, 2023

  09:57 PM | ******* from Tropical Fruit Box: As part of our policy, for a refund we do need photos. However, we are happy to send a replacement or offer a full store credit!

   

  Reported a chargeback on 7/10/23 to our bank for this transaction and until both banks close the case we are not able to refund

  $164.00 USD was deducted from your Jul 10, 2023 payout because of a chargeback.

  9:18 PM
  July 6
  
  A chargeback totaling $164.00 USD was not protected by Shopify Protect because it was not fraudulent.
  2:49 PM
  
  $164.00 USD will be deducted from your next payout because of a chargeback.
  2:49 PM

• Initial Complaint

  Date:03/05/2023

  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.

  On march 1st I purchased a fruit box worth ****** dollars. While my fruit was delivered most of it was molded. I contacted the business the same day to bring it to their attention. I spoke to 2 different people from the company via chat on their website. I also sent the requested pictures to two different ladies in the chat. I was told my items would be replaced but they havent replaced or replied to me. After sending pictures and being told it would be replaced I received an email asking for pictures a third time. After being told already that they verified the pictures and promised me of a replacement. At this point I dont even want a replacement I want a refund of my money. Its been almost a week and no one has said anything about my replacement.

• Initial Complaint

  Date:12/06/2022

  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.

   
  Complaint: 18534465
  
  I am rejecting this response because: the company provided no proof of the refund. Please provide a copy of the transaction with the refund that you outline and a copy of the correspondence to me about the "various correspondence" of the refund. Thank you
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/10/2023

  Hello, sorry to hear that you are unhappy with your order and thank you for bringing this to our attention. We have reviewed your case log and seen that our team alerted you various times to a partial refund of $83.00 that was issued on 12/4/22 for the portion of the order that arrived damaged. Please confirm that you received this refund and any other feedback you may have at this time. 

   

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18534465
  
  I am rejecting this response because: I have asked for PROOF of the refund. This is the THIRD request for the proof of refund. This company states they've sent correspondence many times to me yet I've seen zero. Please provide a copy of the actual refund transaction because it is not showing on the credit card statement. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/12/2023

  Hello, attached please find the record of the refunded transaction as requested as well as the email logs where the customer was advised by 2 separate agents about the partial refund. 

  

  Business Response

  Date: 01/21/2023

  Hi *****, need some direction. In the last exchange, I submitted attachments of the communications from our customer team referencing the refund and a screenshot of the transactions within the store for this order that shows the refund log. What further information does your team need? Thanks