ComplaintsforDouble Good, LP

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My school participated in a fundraising event through this company which ended 3/28/2023. We have not received our check for proceeds of the sale an emails regarding payment have gone answered. The fact that you cant speak to a live representative is also a disservice to consumers and event organizers. I would like to know why it is taking so long to process the check and when it will be sent. I am also requesting expedited shipping of check.

  

  Business response

  07/24/2023

  Hi ********:

  Thank you for contacting Double Good. I am sorry that you have not received payment for your fundraiser, I understand how important it is to receive the funds you worked so hard to earn. What I have been able to find is the check has been processed for payout, mailed and delivered, and finally cashed on May 5, 2023.

  The most recent check that was sent was actually a replacement check as the original check was lost. The replacement check was delivered on May 1 via Fed Ex. Thank you for the feedback regarding the intake of information through the automated system.  As you can see, there are now three different individuals looking for this check; thus, why we ask for verification in our communications. I can tell you the check was delivered and cashed. Unfortunately, based on our records you are not the account Organizer with Double Good. If you are still looking for the funds, may I suggest you contact the organizer of this fundraiser. We can provide more details to the organzier of this event.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  March 18, 2023 Ordered $42.56 of popcorn Only received 2 out of 3 bags Missing Caramel-Diem

  

  Business response

  03/26/2023

  Dear Ruby:

  Thank you for reaching out to Double Good.  My apologies for not getting the order correct for ***********  I know it can be upsetting when an order arrives incorrectly.  We would like to make amends.  It is our standard practice to send out the missing item as ordered.  I will go ahead and get the replacement product replaced and shipped to ********************* as the original shipment was going to him directly.  Since the payout already went to the organizer, we do not issue refunds unless requested 48 hours after order is placed.  We will send through tracking information once we have it.  

  Furthermore, I see you placed an order with us.  I hope that order arrived accurately and you were able to enjoy your bags of popcorn.  Looks like it was delivered on Friday.  

  In the future, feel free to reach out to Double Good directly.  Our Customer Support team is happy to assist in any order issue you may encounter.  We hope you and ***** enjoy the tasty popcorn.  Thanks for fundraising with us.  

   

  Regards, 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 15th, I ordered six bags of popcorn costing $60 for a fundraiser. In addition, I was charged for shipping. On March 23rd, a small box arrived. Inside were six bags of popcorn that I could have bought at the gas station for $6. I tried to contact the company about a refund. What I got was a chat box that appeared to give replies from a bot. According to the link the bot gave me, I read that I had 48 hours from the time of ordering to cancel because they claim they pay the charitable cause right away. How am I to cancel if it takes a full week for the product to arrive?I'm more than happy to cover what they paid the kids, I just want to return the popcorn and get their portion of the sale plus my shipping cost returned. This company should be ashamed of themselves!

  

  Business response

  03/23/2023

  Dear ***** -

   

  Thank you for reaching out to Doubled Good.  I understand you are frustrated with the size of popcorn contained in the bags.  Each of our bags contains 5 cups of ultra premium popcorn, which is shipped within 48 hours of popping.  Looks like your popcorn was popped shortly after you ordered it on Thursday, March 15 at 8:16 pm.  The shipment went out on Monday, March 20 and arrived on March 22nd.  As you noticed in our order confirmation, then cancellation is within 48 hours of purchase (I attached it.)  With 50% of the proceeds going to the fundraiser, shortly after the event ended on March 18th.  And, by the looks of it the fundraiser did really well!  The great thing about our fundraising tool is the quick turnaround for money for then fundraiser and how quickly we can get it to them.  

  Unfortunately, we cannot give a refund at this time nor do we take returns.  If you do not want to keep the popcorn, then give it to friends or neighbors. 

   

  Regards,

  Customer response

  03/27/2023

   
  Complaint: 19636665
  
  I am rejecting this response because:

  
  

  Their reply doesn't:

  1) explain how you can cancel the order within 48 hours when the popcorn takes over a week to arrive;

  2) give a reasonable explanation for how 5 cups of popcorn costs $10 even after 1/2 goes to a fundraiser; and

  3) it is out and out rude!
  
  Sincerely,
  
  *************************

  

  Business response

  03/30/2023

  Dear ***** -

  Thank you for your reply.  To clarify, you have 48 hours to cancel the order after it is place.  Since we make our popcorn in small batches and it ships within 48 hours of popping, we require cancellations within that time frame.  Our fundraisers run for four days and the money is provided to the organizer shortly after that so cancellations need to be done within the 48 hour window.  It clearly states this on the order confirmation and in our terms on our web site.  Additionally, as you said, each bag is priced around $10 but 50% of that goes to the fundraiser.  Which is why so many schools, organizations, and teams use us for their fundraising needs; and have raised funds to have a positive impact in their community.  

  You are chose a different fundraiser if you wish.  
  

   

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive supported a double good fundraiser event! My order was shipped Feb 22, 2023. My order was supposed to be delivered on Feb 25, 2023. It is now Feb.28, 2023 and I havent received my order. The website stated that it was a guarantee three days and I know that the product wont be fresh. *** spent over ***** and I refuse to eat a stale product nor support false advertisement. I would like my money back for this item!

  

  Business response

  03/01/2023

  Dear Monquelle:

   

  Thank you for using Double Good  We value you as a customer.  I found your order that you placed on February 21.  I also see it shipped out the next day with an expected arrival time between February 27 - March 9.  However, I see that Fed Ex has not yet delivered it.  I apologize it has not reached you, yet.  I know that is frustrating when you expect it sooner.  However, it looks like it should be delivered by the end of the day today.   The popcorn will still be fresh as it is made for each order.  As we state on our site, we ship within 48 hours of being made.  Your order shipped in a 24 hours time frame.

   

  We do not offer refunds as the money raised for the fundraiser has already been paid out to the organizer.  However, to make amends and to be sure you experience the popcorn as we intended, I will send you a replacement package of three bags of In Queso Fire. I will throw in one of our other popular flavors for you to try and enjoy.  

   

  Regards, 

  *************************

  Director, Customer Support

  **********************

  Customer response

  03/02/2023

   
  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,
  
  Monquelle *******

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered from this company as fundraiser for a school. The payment was taken immediately, and I did receive an immediate receipt from the company, telling me that my order would be delivered on December 3. Here it is December 6, and tracking says the order is still in transit, but in **********. The delivery has been farmed out to a group that after four attempts, apparently doesn't hire English speaking employees. The problem I have is that it is not only late, and I was misinformed, but the product was in ********, to be delivered to ******. It's now in **********. They literally sent it past ******, and to **********. What kind of business sense was used? This by the way was also a food product. So the extra week (as of now, with the potential of a much longer wait) has an effect on this purchase. Attached to this complaint are two screenshots. One showing the original email with shipping details, and the other showing that the order went from ******** to **********, and there is no delivery date in sight.

  

  Business response

  12/09/2022

  Dear Rich -

  Thank you for reaching out and sending the screen shots. I apologize this has happened to your shipment. It is alarming to see how your package is being routed across the country. As you know this is not how we want you to experience Double Good.
  Our process is to ship **************** popcorn within 48 hours of being produced. The only explanation I have is that it got misrouted once it was on the Fed Ex truck. I see it is still not delivered. Once the order does arrive you can chose to keep it or toss it. With this long transit time, it will not be the freshest and not how we want you to experience our product.

  
  With that said, I have processed a replacement order to be sent out to you. We will ensure this gets to you quickly. We will follow up with order information, including tracking number, once it leaves our facility. I look forward to you experiencing our popcorn as intended.

  
  Thank you again for bringing this to our attention.

  Regards,

   

  *************************

  Director Customer Support

  Customer response

  12/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory, yet the business practice is not satisfactory to me.  I was willing to just cancel the order, and allow the school, and unfortunately the business, keep the money, minus the shipping fee.  After multiple contacts, I was refunded the shipping.  It was very clear that had I not initiated this complaint through BBB, they would have just left it at that.  I notified the company that I was going to refuse the shipment once it finally arrived.  Since, they've reached out stating that they were going to replace the shipment.  I explained that I didn't want the replacement, and wish to be done with all transactions with this company.  Hopefully, they honor my wishes.  If a replacement does arrive, it will also be refused. I am only considering this issue partially resolved, as I was told that i can not have a full refund, because the school (hosting the fundraiser) has already been paid.  I urge all who want to support their schools, groups, and causes to simply write a check directly to that organization, and not do business with this company.  I find it very unfortunate that my attempt to support the school also resulted in this company getting a portion of the money.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a church fundraiser and myself and others used Double Good Popcorn for the fundraiser. I established the Double Good Popup Store and began soliciting for the fundraiser. I sold approx $400+ dollars in which the company got 50% and the remaining proceeds went to my church.My relative (*************************************) reached out to me on yesterday asking where his popcorn order was because he had not received it. The popcorn was supposed to be received between Oct 28-Nov 9, 2022 although it was ordered 2 wks before that time and order was confirmed 10/20/22, and money was taken from the acct. After he reached out he sent me the confirmation details along with the ***** TRACKING # (************) and when calling ***** they indicated the label had been created weeks ago but the package was apparently still with the shipper. I also sent an inquiry to Double Good regarding the issue and received NO RESPONSE. The inquiry # issued after online complaint/inquiry made was: CJ221021044075242867 ************ has been non-responsive

  

  Business response

  11/21/2022

  Hi ********,

  I'm glad **** was able to resolve the undelivered order for you and ***********. ***** has confirmed delivery of the replacement order and I have attached confirmations to this message.

   

  If you require any further assistance, you can reply to ****'s last email to you, or reach out to help.doublegood.com and a member of our support team will be happy to assist.

   

  Best,

  ***********************

  Director of Customer Communications

• Initial Complaint

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  RL2210051717042-4948 On Oct 5, 2022, I ordered some popcorn from a high school choir fund raising project. Everyone that worked with me that participated in the fund raising project received their popcorn except me. I received the original email of the purchase and I checked for an update, to no avail. There is no contact number for the company and i reached out to the school, to no avail. How can you charge for shipping and not ship anything out! Either you send the popcorn or refund my money with the shipping charge. Either/or.

  

  Business response

  11/10/2022

  Hi ****,

  We emailed you on 10/5 with a request to verify your mailing address as we were not able to validate it as you had entered it. I have gone ahead and processed the verification using the address you provided in your BBB message. Your order is now taken off hold and will ship out to you in the next couple of days.

  If you require further assistance with your order, please reach out to us at help.doublegood.com and a member of our support team will be able to assist you.

  Best,

  ***********************

  Director of Customer Communications

  Customer response

  11/10/2022

   
  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

  11/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered popcorn through a Double. Good fundraiser on August 17, 2022. I never received the order. If I track it it still says delivery date will be provided when available, I emailed twice and did not hear back. Other people in my family received their order very quickly.

  

  Business response

  11/10/2022

  Hi ****,

  It looks like you spoke with *************************, our Director of Customer Support, and I see she processed a refund for you on 11/2/22. At that time, she noted that it could take 1-3 business days for the funds to return to your account. If you require further assistance, please reply back to the last email you received from us.

  Best,
  ***********************

  Director of Customer Communications

  Customer response

  11/10/2022

   
  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.
  
  *************************************************************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My sons fundraiser started on 10/1/22 so I purchased 6 bags total 2 different types 3 of each. Price was high but its a fundraiser so half goes to the organization. No big deal there. Its the reason I made the purchase! $60 and $20 for shipping. Well it is now the end of the month and no products have arrived or no email saying that the items are on their way. How long does it take to have an order sent out? This is by no means the fault of the organization that needed to raise money. But double good for taking so long for its products to satisfy the orders.

  

  Business response

  11/10/2022

  Hi ****,

  FedEx confirms that your order was delivered on Friday 10/28. If you require further assistance with your order, please reach out to us at help.doublegood.com and a member of our support team will be able to assist.

  Best,

  ***********************

  Director of Customer Success

• Initial Complaint

  10/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered over $200 of popcorn and have not received it.

  

  Business response

  11/02/2022

  Hi ******,

  We sent you a shipping confirmation yesterday (PDF version attached) and your ***** tracking number is 390076811170. You can track your shipment here: https://popup.doublegood.com/s/vb9dq419/checkout/order/SJ2209101933908-1266?uuid=************************************&selectedTrackingNo=390076811170&s=HxnP1Zszjw

  Expected Delivery is Thursday, November 3rd.

  Please reach out to us at help.doublegood.com if you require any further support with your order.

  Best,

  ***********************

  Director of Customer Communications

*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. ↩