ComplaintsforDouble Good, LP

• Initial Complaint

  04/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order from double good fundraiser the flavor its peanut butter chocolate time. I ordered 3 bags. I received the order on 04/02/24 SR2403261807678-3635. I opened the box and there are 3 bags of chi town **** town. I go their website and it was almost impossible to find contact information and when you do chat it all about the fundraiser side of the business when they send you the form so I just had to ****** a phone number. I spoke with an agent and all seemed to be going well. She was sending a replacement order. Then she said it would not go through. She said it was a seasonal flavor in production until 04/04/24. She kept offering me other flavors. I feel like this was a scam and they never had the flavor I ordered in stock. If it was really in stock why did double good send me 3 bags of the wrong product to begin with. And then when I let them know about the issue they could not send me the correct item. If production ends on 04/04 and today is 04/02, I do not understand why they could not fulfill my order replacement or the original order. This is a deceptive business practice and should not be allowed. Please make this right.

  

  Business response

  04/04/2024

  Hi *******-

  Thank you for bringing this situation to our attention.  I apologize you received the incorrect items in your delivery.  I hope you were able to enjoy the 3 bags despite them being incorrect.  As our agent explained, our Chocolate Peanut Butter is no longer available, as this is one of our seasonal items.  We stop production April 1st.  Since the error was on our end, we will issue you a full refund for your order.  We cannot fulfill the order as you had requested.  I do apologize for this error.  I know it is frustrating to receive an incorrect order especially when it is something as delicious as Chocolate Peanut Butter popcorn.  Be sure to order again when it comes back around in December-January timeframe.  Again, please accept our apologies.
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 5 bags for a co-workers daughters soccer team. Got the package and only 3 bags of 5 are in it. No email saying that the other 2 are running behind, no refund, nothing. I have tried to contact customer support to no avail and the co-worker doesn't seem to think that he should help so pretty crappy all around. Even though I do not plan to ever get anything from this company again nor help my co-worker with his kid's fundraisers, I would still appreciate my other two bags of overpriced popcorn. Curious to see if anyone reached out to me. I wont hold my breath.

  

  Business response

  04/01/2024

  Hi ******!

  I am sorry to hear you did not receive your entire order.  I am sure that was very disappointing. Rest assured, I will get this resolved for you.   In the future you can send an email to ******************************* or call us at ************.  Now that I have this information, I will get a replacement order processed for you right away.  Tracking information will be sent to your email.  Congratulations to your daughter's soccer team - it looks like they had a nice fundraiser.  I hope you enjoy the popcorn for yourself or feel free to share with friends.  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My name is ******************************* and I am the *** President for our school ********************************** Elementary in *********, **. We launched a fundraiser with Double Good Popcorn from 12/11/23 to 12/15/23 which enabled us to virtually sell popcorns and get 50% of the revenue from the sale. The event total was $612, so we made $306. At the close of the event, the summary details says that A check will be mailed to ********************************** *** and that A check should arrive within 4-5 weeks. We never received a check from the company. I waited for almost double that time before I started looking into contacting the company. Finding a contact information was dead-end after dead-end. Not surprisingly, a simple ****** search generated a plethora of complaints against this company for holding fundraiser payouts.I would like for BBB to help us procure our check for $306.

  

  Business response

  04/01/2024

  Hi Tekeshe!

  Please accept my apologies it has been so difficult getting in touch with us.  I do not show your name as the organizer but I show we have been communicating the the ************ email address.  I also show your check was cut on December 21, 2023 with an expected arrival date of December 28, 2023.  The check was mailed to:  ********************************** PTO, CMSD, *****************************************************  This was for your event code: UIZTNT.  If you have not received the check, we can do some research on the status and get back to you on the email your provided.  I will go ahead and start researching if it has been cashed, etc.  I will have Customer Support follow up with you at the number provided or your gmail account.  In the meantime, if you need to speak to contact us you can reach out to ******************************* or call us at ************.  We are available 24/7. 

   

  Regards,

  Double Good

  Customer response

  04/04/2024

   
  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.The company also followed up with me letting me know that a new check will be sent via ***** (See attached email).

  Thank you BBB for your help facilitating this resolution.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My granddaughter did a fundraiser with this company. One of my friends ordered popcorn and spent over $100. The money was not credited to my granddaughters sales and the money was not given to the school for the fundraiser. As far as the popcorn goes, I bought several bags and its a little pricey for the amount that you get. They advertise approximately 5 cups these were snack size bags of popcorn that wouldve cost me about at the most five dollars if I bought them in a store.

  

  Business response

  03/05/2024

  Hi *****!

  Thank you for reaching out regarding your friend's Double Good Order.  I understand your friend purchased for your granddaughter's fundraiser but it did not go towards that particular fundraiser.  Did they order through the pop-up store link?  Or did they order through the website?  If they ordered through the website, their purchase did not go to your granddaughter's fundraiser.   They would have had to cancel their order within 24 hours of purchase and then place a new order using the pop-up store link.  Can you have your friend reach out to ******************************* so we can investigate for them.  We cannot transfer the purchase to the pop-up store.  Because our fundraising window is short your granddaughter already received the funds.  If your friend did order through the website, the order number would end with a C and 50% of that purchase goes towards our *************** which is geared towards youth athletics.  
  
  As far as the volume of popcorn in each bag, there are approximately 5 cups in every bag.  However, sometimes the quality of the popcorn may be impacted during transit.   I apologize we did not meet your expectations.  I am happy to send you a replacement order for your troubles.  I will get a replacement order processed for you so you can enjoy some popcorn...or share with friends.  
  
  Please have your friend reach out to us.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Made an order on Jan 25 for 5 bags of popcorn. Never received a tracking number. On order page showed expect order to arrive Feb 5-15. Reach out feb 10 for explanation on why I haven't received my order or even a tracking number .No one was able to help me a couple days later receive a message stating my popcorn was still being popped. Went back to my order and it stated today Feb 16, 2024 my labels was just created but still no order. Called again today ************* customer service could not give me a date to expect product just offered me an extra bag of popcorn. How can u offer me a bag of free popcorn if u still haven't gave what I paid for already. That was a real joke. So pretty much we don't know when I will get my product I already paid for. And can't receive a refund. Bad business and will never support this company again but would love to get my money back or the stuff I paid for.

  

  Business response

  02/27/2024

  Hi *******!

  Thank you for reaching out regarding your order. I do apologize we were late in getting you your popcorn.  You are right, we missed the delivery date by 4 days.  Because we pop our popcorn 48 hours before shipping, there was a slight  delay in getting the Easy Peasy Caramel Cheesy popcorn out on time.  I see the popcorn was delivered to you on February 19th.  Again, I apologize for that delay.

  We do not offer refunds as the payout to event organizer already happened. We pride ourselves on getting payouts to the organizer very quickly after the event ends. This is stated in our terms and conditions.  I will process another order for you to enjoy some additional flavors of our popcorn.  Feel free to share with friends and family if you do not want it all to yourself.  I will get that order processed right away. 
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughters school team was participating in a Double Good fundraiser. Her elderly grandmother made a large order to support her team. The order was not showing up on the fundraiser total and it took us awhile to figure out that the order was accidentally placed through the Double Good website instead of the fundraiser link. As an elderly grandmother and not tech savvy she didnt know typing in the website was different from clicking on the direct link. The purchase was made Saturday evening so we contacted the company first thing Monday morning during what is usually considered normal business hours. First we tried to get the purchase transferred to the fundraiser and they refused to do that. Next we tried to cancel the order so it can be repurchased from the fundraiser. Again, this was refused stating it cannot be canceled because it had been longer than 24 hours. I explained the situation as well as confirming the order had not yet been shipped and asked that it be escalated to management. I also provided a direct quote from their policy that states Cancellations requested outside of the 24-hour window may not be possible due to our payout schedule to organizers and shipping schedule which implies that it is possible in some circumstances. The cancellation was again denied. The fundraiser ended and the team did not get the benefit of the transaction because the company chose to disregard compassion and customer service. I would also like to note that their policy in 2023 was cancellation was up to 48 hours so it is clearly a choice not to do it.

  

  Business response

  02/07/2024

  Hi ****:

  Thank you for reaching out to Double Good.  I understand your relative ordered popcorn from us and we would not cancel this order.  I understand your concern with this matter and I apologize you and ***** had this experience.  I was able to find *****'s order, which she placed on Saturday, January 20 at 8:01 am.  Our order confirmation, including our cancellation policy, is listed on the email we sent her on January 20 at 11:45 am.  Also, I see ***** ordered through our consumer site and not through the link provided for the pop-up store.  In the future, orders placed through the pop-up store go towards that event.

  If ***** would have contacted us that day or even on Sunday we would have honored her request for the refund.  However, the request to cancel the order was received on Tuesday, January 23 at 2:15 pm.  As our agent explained, the event ended on January 23rd and the payout is processed quickly after that time.  The great thing about Double Good is our quick payout to the organizer.  Both the order confirmation and our Terms & Conditions state our cancellation policy.

  As far as transferring the order to the popup store, the original order would need to be cancelled and a new order processed on the app.  It is up to individual buyers to process their orders independently.  There is no way for us to transfer an order that is processed on the web or the app.  

  I apologize you and ***** had an unpleasant experience.  

  Customer response

  02/07/2024

   
  Complaint: 21187625
  
  I am rejecting this response because: the information you provided is false.  First off I told you we were unaware of the mistake right away so we contacted you first thing Monday morning. Yes iit was 24 hours past the time of the order but we were trying to fix an honest and unfortunate mistake and the order had not yet been processed and shipped. You chose not to have kindness and help correct the mistake. The first attempt to correct the problem was by our fundraising coordinator at 9am I will include a copy of that. When she was denied I then tried myself.  I have multiple correspondences on Monday 1/22 from 10am onward. Including asking for the matter to be escalated.  I can confirm that the time stamps of your responses are about 8 hours incorrect so at this point how do you even know what time things were sent and received? I have included the email response from you that I  received at 10:14am and your time stamp says 5:34pm.  That is a very large discrepancy.  You dont provide a phone number or a way for customers to get live help from a customer service representative, everything has to be sent as a message and then wait for a reply. 
  
  Sincerely,
  
  ***************

  

  Business response

  02/27/2024

  Hi *****!

  Thanks for reaching back out.  I understand you are rejecting our response and I do apologize you and your mother had this experience.  Since we already responded to your credit card dispute and need to wait to see their findings. The bank should have a response by mid-March.  As you know, once you submit a dispute, then you are asking the bank to handle the interaction.  Hopefully this will be resolved for your mother mid-March.  I hope you have a joyous day!  
  

  Customer response

  02/27/2024

   
  Complaint: 21187625
  
  I am rejecting this response because you have chosen not to resolve the issue and I want others to be aware of the unethical business practices. 
  
  Sincerely,
  
  ***************

  

  Business response

  02/27/2024

  I am sorry we were unable to accommodate your request to your satisfaction.  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $1,351.10 by this company. I NEVER ORDERED ANYTHING! I tried to contact the company but no one will answer and I get the runaround on-line and on the phone.

  

  Business response

  10/06/2023

  Dear **************:

  Thank you for reaching out to Double Good.  I apologize our team missed your two calls from this morning.  Although, we did not get a response to our texts.  Regardless, I went ahead and investigated this issue and it does appear to be fraudulent.  We refunded you the total amount ($1,350.10)  You should see that refunded in 3-5 days.  Since the order was placed under a fraudulent event, I would strongly recommend you reach out to your bank and secure your financials.  We are still doing internal investigation.  We flagged this event and are investigating further.  We appreciate you bringing it to our attention.  
  

  Furthermore, I see popcorn was delivered to your address today.  Go ahead and enjoy the popcorn as we produced it fresh.  Feel free to share with friends and neighbors since there is a lot of popcorn.  Please reach out if we can help with anything else.  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 2 Keep it simple 3 flavor sets for ***** on Aug 8 2023 expected delivery 8/11/23 - 8/23/23 today is 9/28/23 have not received anything..Fedex shipping info states label created 8/14/23

  

  Business response

  10/06/2023

  Hi ******* -

   

  Thank you for reaching out to Double Good.  I am sorry you have not yet received your order.  I know that is frustrating when you order does not arrive as expected.  You are correct, it looks like the label was printed and then no movement after that.  We consider this order "lost" so we will send you a replacement.  I apologize for not finding this error sooner. We will send you the replacement details, including tracking information to the email we have on file (******************).  

  For future reference, you can always respond to one of the many emails we have sent you or go to our website and click contact us, rather than going to the BBB.   Again, I apologize for the delay in getting the order to you promptly.  
  

  Customer response

  10/10/2023

   
  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,
  
  *********************************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed 2 orders for a fund raiser on April 29th/30th, 2023. I have yet to receive anything-no product at all, yet they were quick to take my money. Today, June 26th, 2023 I received the FIRST update stating they would be replacing a product (an item of THEIR choosing) because they had ended production on a seasonal item. It was IN SEASON when I placed my order. I asked for a full refund after dealing with a robot chat. I was denied because the fund raising money had already been paid out. I don't want the organization raising money to lose out on funds-I will donate directly or better yet Double Good can cover it. They sell obscenely expensive popcorn and don't deliver it so they have enough money to be generous. I want an apology and a refund or at the very least seek free product. Their "company" is a joke. They provide terrible service. I cannot comment on their popcorn because TWO MONTHS later and still no delivery.

  

  Business response

  06/27/2023

  Hi ****-

  Thank you for reaching out on your Double Good orders.  I sincerely apologize for the delays with your orders.  I understand the delay is frustrating when you purchased something and then it does not arrive as expected.  And, to add to that, our chocolate flavor is no longer available.  Again, my apologies.  As our site  indicates, our Paint It Milk Chocolate is a seasonal product only available during our cooler months (warmer weather causes the chocolate to melt in the bag.)  We only produce this product through October through April.  When you placed your orders, on April 29, it was the last of our production.  I realize you are requesting a refund; however, as our Terms & Conditions state, we do not offer refunds.  Orders may be cancelled 24 hours after purchase.  Your two orders are scheduled to ship out of our warehouse today.  You should receive them in the next couple days.  

  Since you have waited so long for your original orders to arrive,  I put in an order for a complimentary package to be sent to you.  I included some different flavors so you can try them.  I picked some of our fan favorites.  I hope you enjoy them.  Your two original orders will be shipping out today.

  Customer response

  06/27/2023

   
  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,
  
  *********************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered popcorn as a fundraiser. I never received my items. I contacted the business and they blamed ***** but the label shows it was never shipped. The they ran out of the items I ordered and there is no similar replacement. Then they tried to guilt trip me and say they can't refund me because its a fundraiser. That is untrue. They are a for profit company. They messed up an order and are able to refund my money. Do not use this company for fundraisers

  

  Business response

  06/09/2023

  Hi Amber-

   

  Thank you for reaching out to Double Good. I apologize we did not meet your expectations.  I understand you communicated with one of our customer support agents regarding your order.  As we indicated, your original order did not arrive to you as intended and it is our practice to offer a replacement order. It is our practice to send a replacement order for those shipment.  As you also learned, Paint it Milk Chocolate is a seasonal item and is only available from October through April.  Your original order was placed on April 30.  Since it did not deliver as intended, we offered to send a replacement with two additional bags of a different flavor for your inconvenience.  However, you did not give us any alternative flavor choices.  As it was explained, we do not offer refunds due to the fact that the payout goes to the organizer shortly after the event ends.  As our term and conditions explain, cancellations can only be processed within 24 hours of order.  We specified that refunds will not be offered.  I attached a copy of those terms and conditions.  Thank you and have a great weekend. 

  Customer response

  06/12/2023

   
  Complaint: 20109286
  
  I am rejecting this response because:
  The fundraiser has nothing to do with your company. That comes from your bottom line. If you dont have a product and you failed ** in the product, you need to refund the customer, you are fully capable of giving a refund. 
  Its completely illegal. 
  Sincerely,
  
  Amber M B

  

  Business response

  06/19/2023

  Hi Amber ************* you for reaching back out about your complaint.  As I previously stated, refunds are only done within 24 hours after purchase.  I realize the product you originally ordered is no longer available.  I went ahead and processed a replacement order for you and through in a few extra flavors for you to try.  It looks like it is scheduled to be delivered to your house today.  I attached the Fed Ex tracking information.  Again, I am sorry we could not accommodate your request for a refund.

*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. ↩