Complaints
Customer Complaints Summary
- 49 total complaints in the last 3 years.
- 17 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/22/2025
Type: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 placed an order to support my son in law. I ordered a pack of 6, added an extra bag of a different flavor, plus a bag for a teacher (idk how I'm even supposed to know that they delivered that) that they probably just kept the money for and didn't deliver it. I received my box with the packing slip stating there were 7 bags, and in the box were only 6 bags. I've tried contacting customer service several times with no response. People are ordering through this site to help support someone, and are then getting scammed and ignored by customer service. What a horrible way to take advantage of people.
Business Response
Date: 10/31/2025
Thank you for bringing this to our attention and please accept our apologies for not meeting your expectations. Replacement order DS2510221452086-3241R was processed for the missing bag. I also see that there is a pending response from an agent asking you confirm the complimentary flavors you would want for the inconvenience. Here is the tracking link for your replacement order; *****************************************************************************************************.Customer Answer
Date: 11/06/2025
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. However, they did not respond to me to make it right until after they received the complaint from BBB.
Sincerely,
******** *****Initial Complaint
Date:10/16/2025
Type: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 2 bags of popcorn supporting a friend's fundraiser. I got a notification that the order was delivered and in my mailbox on 10/14/25. I checked mailbox nothing there. Fine. Tried chatting with them on the lil chat thingy. It said the package was delivered as well. No help at all. So I said well maybe it will be in mailbox the next day for whatever reason. Checked the mailbox 10/15/25. Nothing there. Then I found a number for them. I called, no one answered. It asked to leave a message but in the middle of me leaving the message the call was disconnected. So then I tried to use the lil chat thingy AGAIN. This time I wasn't even allowed to start a chat. I got some stupid error message. At this point I feel like Double Good is playing with me. I know mistakes happen. Anything could have happened to my popcorn but it's not my fault. Some might say $34 is not a lot of money but it is to me, especially how high everything is nowadays. All I wanted them to do was either refund me what I paid or resend the order. That's not asking much at all. But for Double Good to make it so difficult for you to even speak to a "real person" is unacceptable. I will never order from them again. But I still want either a refund of $33.67 or for them to resend the order.Business Response
Date: 10/31/2025
Hi *****. Thank you for bringing this to our attention and please accept our apologies for not meeting your expectations. Replacement order KK2510171754948-4460R was process and delivered on 10/20 per ***** tracking link. If your replacement order wasn't received, please let us know. *****************************************************************************************
Initial Complaint
Date:10/10/2025
Type: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.
Oder was placed 9/26/2025 at around 4pm mountain time. Says it was delivered 10/8/2025 according to tracking, but we have not received the order. I have tried to contact the business via phone, bot chat, ticketing, and email and have not heard back on a resolution. I have included picture from tracking as well as from our home to confirm that it is not our home it was 'delivered' to. Customer support has not been great. Please contact me for a resolution.Business Response
Date: 10/13/2025
Hello. We appreciate your feedback. Upon review, our customer service team received confirmation of the address so that a replacement order can be processed. Please don't hesitate to contact us if the issue hasn't been resolved.Customer Answer
Date: 10/13/2025
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,
Itali ******Initial Complaint
Date:07/08/2025
Type: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 website states that they ship your order within 7 to 10 business days. This order was ordered on June 26 is now projecting my order delivery is July 25. I am not waiting a month for a popcorn order. This site is misleading. It doesnt allow you to a refund. It makes you jump through all the hoops no thank you I just want my money back for my order.Business Response
Date: 07/14/2025
Hello Kimber. Thank you for your feedback. Per our records, it appears that your order was delivered on 7/12/25.
USPS tracking number 9261290357472809215985.
Let us know if your order has not received.
Initial Complaint
Date:04/30/2025
Type: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.
My brother order under my link and double good popcorn kept all the monies.Business Response
Date: 05/01/2025
Hi ******. Thank you for your message. The verified customer has been contacted and the situation has been resolved.Initial Complaint
Date:04/05/2025
Type: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.
Did a fundraiser for my sons basketball team in the middle of March 2025. Received the popcorn bags i purchased for employees at my job. How dare you take advantage of your customers! Their bags are not worth ****** dollars these are $2.50 size bags! I will NEVER in my life support this company in any way. This company are greedy!Business Response
Date: 04/07/2025
We appreciate your feedback.Initial Complaint
Date:03/18/2025
Type: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 3/11/25 I made a purchase from Double Good. In the "Order Summary" (after inputting my shipping address), it indicated that the shipping cost would be $8.95. After placing/finalizing the order, the summary showed a shipping charge of $19. After searching the DG website, I saw that the **** state "The shipping cost starts from $5.45, but it won't exceed $13.95." I also looked to see where they ship and if there are any special shipping rates detailed for ****** and there was nothing on the website. The only place it discusses shipping rates is where is specifies that shipping will not exceed $13.95. I inquired with ** and they indicated that they have different shipping rates for AK and HI, starting at $15 up to $30.50. I searched for these amounts on the website and, again, no results came up. ** needs to update their website to, firstly, not provide an erroneous shipping rate on the "Order Summary" screen and then change it AFTER the order is finalized - this is deceptive. Secondly, their **** should clearly outline that there are different shipping rates for AK and HI - again, this is deceptive. If the company is going to partake in fundraising events AK and HI, they need to be up front with what customers will be spending so they can make informed decisions. I would like to request a refund for the difference in shipping amount stated on my "Order Summary" and what the ultimately charged since the increased pricing was not disclosed prior to the purchase being finalized.Business Response
Date: 03/19/2025
Hi ****. Thank you for your candid feedback. We appreciate you for bringing this to our attention regarding the shipping surcharge for ******. We always want to make it right when a customer does not have the ********************** experience they expected. We have refunded your shipping charge in the amount of $19.Customer Answer
Date: 03/20/2025
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:01/14/2025
Type: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 ordered popcorn on December 10, 2024. Received email with estimated delivery date of December 26, 2024 - January 7, 2025. Never received. I requested a refund and received an e-mail that they don't do refunds if canceled after 24 hours. Received an email on January 10, 2025 stating my order would definitely be shipped NLT January 13, 2025. It was not shipped. I want a full refund. A company should no be able to keep my money after making false promises. I want a full refund.Business Response
Date: 01/17/2025
Hi *******. Thank you for your feedback. Please accept our apology for not meeting your expectation. After investigating your order, *** shows that it will be delivered today by 7pm. Let us know if your order isn't delivered according to the carrier tracking information attached.
****************************************************************************************************************
Customer Answer
Date: 01/17/2025
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:01/14/2025
Type: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.
Placed an order on Dec 17th. I was promised it will be delivered from January 2nd-14th and I will receive an alert when it's popped and shipped 2 days prior of it being shipped. I haven't received any type of communication. I reached out to them on their customer service number on January 14th ( today ) and they haven't processed my order yet because they are backed up. I ask for a refund and she refused. How can they refuse giving me a refund because they failed to provide the service they promise. I didn't receive anything or services.Business Response
Date: 01/17/2025
Hi ***. Thank you for your feedback. Please accept our apology for not meeting your expectations. Upon investigating order RR2412171602139-5243, DHL shows that it was delivered yesterday.
********************************************************************************************
Customer Answer
Date: 01/28/2025
Complaint: 22809696
I am rejecting this response because: I do not accept the company's ( double good )resolution. I ordered something in early mid December. I was promised it by January 2-14. I literally bought it for a gift for an employee for a Secret Santa and we were going to have the exchange for it that night on the 14th latest that's why I called to make sure that it was on the way. It wasn't I asked for a refund and they did not provide it. They failed to meet the order. I bought a different gift. I don't care if they have issues. They sold me something on a premise that I would receive it at a particular day and failed to give me service or product at the time they promised. The only reason why they even started to ship something is AFTER the fact I called
Sincerely,
*** ******* ***Business Response
Date: 01/28/2025
Hello ***. Thank you for your response. Again, we apologize for the inconvenience of you receiving your package 2 days past your delivery window - January 2 - January 14. Your order left our facility on 1/8/25. We have issued a shipping refund in the amount of $7.95 .Initial Complaint
Date:01/10/2025
Type: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 two orders with Double Good one on December 12 and the other on December 14. Both orders show that i should receive the between December 30-January 9 or December 31 - January 10. I have not received the order and when i try to contact customer service I just get the bot saying the same order received dates. I called customer service and the was not able to get a person on the phone and the system just hung up on me. I would like an answer about the status of my popcorn for which I paid.Business Response
Date: 01/17/2025
Hi **** Thank you for bringing this to our attention. Please accept our apology for not meeting your expectation. After investigating, I found that both orders were delivered.
Order TJ2412122338946-7491 - Delivered on 1/13/25
Order TJ2412142018186-7140 - Delivered on 1/16/25
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