ComplaintsforNugget Comfort LLC

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nugget Couch in Koala Gray

  Customer response

  12/18/2023

  I ordered the nugget for my daughter for Christmas and it said it shipped and would arrive 3 days after ordering, I was initially VERY impressed. I ordered both the couch and liner. I received the liner 3 days after ordering. I checked the tracking on the couch and noticed it also said delivered. I waited a couple days because I know there can be a delay on the delivery versus the notification and the actual delivery. Nothing showed up, I work from home full time so it's not like it would have been stolen from my porch. I contacted Nugget and they essentially told me it wasn't their problem and to reach out to ***** and file a claim. I did so and nothing has come from that other than "package is lost, contact the sender to resolve"...I have reached back out several times and am not being offered a solution. This is my daughter's big Christmas gift and a $250 gift...Christmas is in 7 days and they will not help me. I just want a replacement shipped, so I can have something on Christmas for my daughter.

  Business response

  12/22/2023

  Hi *****, 

  We're so sorry for the delivery issue it looks like our team reached out to ***** on your behalf and opened a delivery investigation. After being unable to locate the original shipment, we issued a replacement shipment on 12/19 that was delivered on 12/20. We hope the Nugget is a big hit with your family this holiday season! 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order was marked as delivered and I never received it. I contacted them several times and was told to start an investigation with Fed Ex and after the 72 hour investigation, Fed Ex advised me to contact the shipper to initiate lost package procedures. I let them know all this information and for over a week I was bounced around through different representatives through several emails and when I try to chat with them on their site, they direct me to continue conversation in email, and the emails are delayed with now a reply that they can not help me and to take it up with Fed Ex! I spent over $300 and did not receive my order. The package shows delivered to a garage, which is the wrong address. It wasnt even delivered to a front door and they cant help me. This is a Christmas gift for my daughter that I did not receive. This is unfair!

  Business response

  12/18/2023

  Hi ********, our team has been in consistent and frequent contact with you via chat and email, but I'm happy to share our response here as well. We investigated the delivery of your order with our dedicated ***** Premiere Team, and verified that it was delivered to the address used to place your order.

  We've reviewed your customer profile and history, and due to previous requests, we're unable to provide an additional courtesy replacement. In previous conversations, we've strongly suggested reaching out to ***** to request a hold for pickup for any future orders to avoid any additional delivery complications. 

  Customer response

  12/19/2023

   
  Complaint: 21024806
  
  I am rejecting this response because when I spoke to Fed Ex, they told me to contact the shipper. I have been given the run around for 2 weeks. If Nugget does not want to issue a replacement then they could issue me a refund. I paid for an item that I did not receive. This is not fair. 

  
  Sincerely,
  
  *********************************

  Business response

  12/22/2023

  Hi ********, 

  Upon delivery, ***** scans each shipment to ensure that all shipments are delivered to the appropriate address. In this case, ***** verified delivery to the address on file:
  *********************************
  ***************************************
  ******** ** 34715
  
  Given that we've previously issued a courtesy replacement for this same concern, and again, because ***** was able to verify delivery, we're not able to assist with a refund or a replacement.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  5/1/23 Nugget was delivered to our house. It was a gift from a family member. I inquired 4 different times since that day (today is 5/4/23) regarding an exchange because I didnt like the color. I uploaded pictures as well as provided the original order number. Nugget doesnt have any means of direct contact (live chat or phone number) you can reach. Ive sent an email to hq as well as submitted requests online. After 15 days from delivery, Nugget says the warranty is no longer valid. Need contact from them asap- terrible (or lack of complete) customer service.

  Business response

  05/05/2023

  Hi ******, 

  Our team has responded to your requests multiple times, but it sounds like our emails aren't reaching you. Please make sure you check your spam/promotions folders or any filters you may have set up. We shared a return label that you can use to ship your Nugget back to us for store credit to purchase a different color. Thanks so much! 

  Customer response

  05/08/2023

   
  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

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My nugget was delivered through fedex 02/05/2023. The box was open and there was a brown substance on the box itself and the exposed part of the nugget that was out of the plastic. We opened the whole nugget and noticed more brown spots, plus a horrible smell. We took the cover off, but the smell was also soaked on tbe cushion. I sent videos a d pictures of the nugget and the box. I asked for a refund and they're saying they can't do that, but would send me replacement covers. The nuggets itself stink, not just the covers. Absolutely ridiculous, will never do business either them again.

  Business response

  02/17/2023

  Hi *******, we're so sorry that your box arrived damaged. We're always happy to help with replacements for any damages, and offered to do so for the pieces that we were able to verify. Our team has been in touch with you via email and we look forward to hearing back from you to resolve the issue. 

  Customer response

  02/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: until I get the new one in the mail, then I will donate the nasty one. Which is what I said in my email multiple times.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  02/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a playset couch on Jan 10 2023 and after it shipped out on Jan 19 2023, it seemed to hit several 'delays'. I reached out to customer service twice to no response until I emailed their HQ email directly. Their customer service representative offered no solutions but an apology. Come February, our package had been delayed several times even though it was still in the same city. When I looked at the tracking ID, it said that the shipper (Nugget) had made an error in our delivery address and only they could correct it. When I reached out to the customer service representative to fix this, she did not respond. I ended up asking for a refund and she then felt the urgency to contact Fedex to return the product. It is disappointing and absolutely horrifying to see that she enacted so quickly when prompted to refund the package instead of resolving it as I had initially asked. Very disappointed and have shared my story with several mom groups and will now on public forums.

  Business response

  02/17/2023

  We are so sorry again for the shipping delays — it absolutely should not have taken so long for your Nugget to arrive, and we should've issued an immediate replacement, given the confusing tracking information. Our team waived the shipping costs and overnighted a new shipment that arrived last week, but please let us know if there's anything else we can help with down the road. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I put in an order in this website and trying to get a status of this order given I will be out of the country in Jan end, and they have not replied to me, I need a response immediately so I could decide whether I need to cancel my order if they couldn't deliver the sofa ontime or I should keep waiting.

  Business response

  01/04/2023

  Hi ******, apologies for any confusion. Our shipping estimate at the time of your order was within 4 weeks, so we're expecting your order to leave our factory by no later than 1/16! Shipping estimates can also be found in your order confirmation email or on your order status page. Our team was on holiday break when your email was received — hopefully you saw this in our auto-response or on our website, but we apologize again for any confusion. 

  Customer response

  01/04/2023

  
  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

  09/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 4, 2022 I contacted Nugget company regarding I did not receive the packages (2) two nuggets I bought. They told me I had to contact FedEx and file a complaint, which I did. Fedex then said they could not help me and denied my complaint. I contacted Nugget and they said they could not help me either and could only send a replacement. I told them I did not want a replacement because my daughter's birthday had passed and we decided to buy her a ball pit because we did not receive the 2 nuggets. They sent me a replacement and I sent them back and told them I want my full money back that this is ridiculous. They are not willing to work with me. I was very frustrated with them. They take forever to respond and there is no phone number to contact them. This is only through email. My order number is ****** for reference.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In September I ordered a nugget, the delivery date showed 9/15. Not only was there no delivery (I stay home and was outside all day with my son) but there was no fed ex driver even on our street. Fed ex had me send photo evidence of my residence and agreed it was definitely not delivered to my residence. Nugget has been impossible to get in touch with, will not send a replacement OR refund my purchase.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two nuggets from the nugget company on March 13. I spent a total of 490$. I had the product shipped to address in**********. The product was supposed to be delivered in March 18. Upon checking the status of shipment with fedex- it showed that the product was out for delivery in***** ******* colorado. After contacting fedex they said that only the seller could change the address. The nugget company says they have not and reroute the package to MN. Shippment confirmed to be delivered by nugget company in***** *******. Nugget has not responded to my claim of the two shipments. I am out 500$ and no package.

  Business response

  04/19/2022

  Business Response /* (1000, 7, 2022/04/11) */ Hi *****, I sincerely apologize for the frustrating shipping experience. It looks like one of your Nuggets was delivered the day this claim was filed, and we sent a replacement for the second one, and it arrived last week! I hope they've been a big hit with your kiddos.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered 2 nugget couches for my kids to celebrate our new home after their dads military retirement and settling into our forever home. We waited for weeks as anticipated, so excited for our fun play couches. The delivery notification came but no couch, I waited a day. In case because we are new to area and still no couch. I contacted Nugget and they told me to contact ***** and make a claim. I contacted ***** who seemed confused and I was also confused because we had 2 separate order numbers on how to proceed with claim. ***** then told me that they don't work with customer but work with shipper. I contacted Nugget again who told me it wasn't a claim I needed to claim but an investigation and it was a different process entirely. ***** told me again that they only deal with shipper. I contacted Nugget again and was told that time has passed and they could no longer assist investigation. Bogus customer service that makes no sense for parents who both work 50+ hours a week. We have not received our Nugget couches, are out of pocket over $400 and told, sorry, can't help you. I'm so disappointed in this company. We were so excited and it's been really frustrating to be treated this way as a consumer who works so hard to give their kids a special gift. Truly so sad.

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/03/29) */ We sincerely apologize for any frustration, *******. Our team offered assistance at the beginning of February, letting you know that a delivery dispute would need to be initiated with the carrier after they confirmed delivery. We didn't receive a response from you until 30 days later, at which point we were unfortunately no longer able to assist. We again recommend reaching out to the carrier to see if there's any additional information they can provide. Consumer Response /* (3000, 7, 2022/03/30) */ This is untrue. I made 3 different reach outs via email and the customer service link. All within 30 days. You can't possibly value yourself on customer service and standards if you aren't going to acknowledge hard working adults that don't live on their phones. I can't file a claim without you guys filing it, I've already told 3 people this. They say that you guys have to file as the sender. I am incredibly saddened at the results of this case and disappointed in this company. Business Response /* (4000, 9, 2022/04/07) */ Hi *******, after we received an initial email on 1/30/22, we responded with delivery dispute instructions on 2/2/22. We then received confirmation from you on 2/2/22 that you would establish a claim with the carrier. We followed up on 2/3/22 to request the case number so that we could track the investigation on our end. After not receiving a response, we then contacted the carrier on your behalf to request the case number on 2/10/22, and they let us know that a dispute had not been filed. The next outreach that we received about this order came from a different email address, and was received on 3/2/22, at which point, more than 30 days had passed since delivery was confirmed, and we were unfortunately no longer able to assist. I apologize again for any frustration. Please know that our team is always happy to assist in these matters, but in order to investigate delivery disputes, they must be filed with the carrier right after delivery.

*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. ↩