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:03/14/2023

  Type:Sales and Advertising 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.

  I tried placing an order with this company. Their website would not allow me to choose the correct fulfillment date so I ended up placing and canceling three orders before finally getting their system to accept the correct fulfillment date on the fourth order attempt. I then found that they had immediately charged my credit card for each of the cancelled orders and the completed order. I contacted them several times through the chat feature on their website. After three days they responded and said the orders had shipped but I could either return the three cancelled orders or accept 25% off and keep the items. I called them and agreed to the 25% off which was promptly applied to my credit card. However, TEN days later and not only have I not received the items, according to their tracking information they haven't even shipped. So I called again. The customer rep said shipment had been delayed and I could have them reshipped or get a refund. At this point, I chose a refund for all four orders, he said he would refund me for three orders. I said no, I wanted a refund on all four orders. He then argued with me that I had already received a refund for one order. I explained the partial refund of 25% on three orders but he did not believe me. After my phone call with the rep, he refunded the remaining charge (minus the previous refund of $13.92) of $40.40 for order #******, However, I have not received the $46.18 refund for order #******, the remaining refund of $41.76 for order #******, or the remaining refund of $41.76 for order #******. I have disputed these charges with my credit card company.

  Business Response

  Date: 03/15/2023

  The customer reached out to us on March 3 and did get a response on the same day not 10 days after and phone calls and requests have been processed. 

  Please see all the orders below and the status. Attached files are also proof that all orders have been refunded since March 3, 2023 orders. The *** are confirmation numbers of funds refunded. 

  
  Order #****** - 25% refund on this order  (customer agreed and accepted the 25% refund)

  #****** - canceled and refunded full amount

  #****** - 25% refund on this order (customer agreed and accepted the 25% refund)

  #****** - full refund 

  #****** - full refund 

  All refund confirmations have been sent to the customer via email. Please see the attached files. 

   

   

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19596781
  
  I am rejecting this response because: I have not received refunds for all orders. I received 25% off of order numbers 787066, ******, and ******, and a refund of the balance of one of those orders. However, I have not received a refund of the balances of two of the orders. I have also not received a refund for order #******. According to my credit card records, I have received a total of $82.16 in refunds but have been charged a total of $211.86. In addition, the statement that the company responded on the same day I contacted them is misleading. They did contact me on March 3, the date of my FIRST message, However, when I saw that my credit card had been charged for FOUR orders, I contacted them again on March 6 (image attached). It was this message that offered the 25% discount, which I accepted. On March 14 when I tried to track my shipment and found that NOTHING HAD SHIPPED, I called and talked to ***/**** who offered a refund to resolve the issue. It was this person who argued with my about the refunds I had received to date and it was this person who forced me to take these actions to get all of my money back. I will continue pursuing a refund for the remaining balance of $129.70 in charges through my credit card's dispute process.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/17/2023

  Hi ******, 
  
  I really apologize for the poor experience you had with our subscription product, and for the subpar handling that our customer service team provided. That being said, it is in our interest to avoid these types of conflicts and as such, I, as the *** of Primal Harvest, have authorized a refund for all of the orders that you've highlighted as having issues. 
  
  Attached you will find the refund validation for 5 orders that were placed on March 3rd or later. I hope you accept this as a reasonable resolution, we have sent you the products for these orders and are not asking for them back. 
  
  Hopefully you've been notified by our support team at some point that refunds do take some time, up to 21 business days in some cases depending on how quickly your specific bank processes them. If you do attempt to file a chargeback, it will result in additional work on both ends, so I would ask that you wait a few weeks for the refunds to in fact process. 
  
  I'm also happy to help you directly as well if you send me an email to ************************ I know that you've been a customer for some time, and have only recently had issues with our product and service, I'd love to regain your trust and hopefully make you a loyal Primal Harvest customer again. 
  
  ******

  Customer Answer

  Date: 03/17/2023

   
  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,
  
  ***********************