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:06/16/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  06/10/2025 purchased Nuts.com said 2 day shipping 9lbs of Chocolate was delivered on the 06/13/2025 day late.90.00 usd Contacted customer support ********************** Reply from customer support, please send pics of items that were melted I sent pics Customer support asked me for more *********** response,Send me a return label and I would like a refund. That way you can Take all the pictures you need to. Are used to get paid on the items that were overheated and melted. Also, I refused to eat any chocolate and I got that hot do to contamination.nuts.com sent me a notice for five dollars off for my troubles for the next purchase. Unacceptable actually I really do not want the money.More of a principal

• Initial Complaint

  Date:06/13/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Received an order of nuts, lemon slice candy and fruit placed on 6/09/25. Paid for expedited shipping. The quality of the candy was not the same as the last time I ordered. Slices were too soft and COVERED in sugar. The nuts however, were inedible; rancid chemical taste. The company does not print any pack and/or Best Buy dates which gives me pause to even open the fruit. I would have contacted the company directly but reviews and complaints on BBB do not indicate that the companys customer service is very good to work with-in spite of the guarantee they offer.

• Initial Complaint

  Date:05/24/2025

  Type:Product Issues
  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 just received my shipment of chewy dried strawberries. This is my first time ordering. The strawberries are stale yet painfully sweet. We have a sweet tooth but these hurt the throat. The stale quality only adds insult to injury. I emailed immediately to let them know Id like to return these. They emailed back to say I have to cover the shipping cost back plus they take 20% off the total amount. Prior to ordering, I checked their return policy and nowhere does it clearly state any of this. This is not good or honest business practices.

• Initial Complaint

  Date:04/04/2025

  Type:Delivery Issues
  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.

  12/12/24 Ordered 25 lbs of walnut flour 12/16 received 12/20 Opened the box and nuts were dark discolored and smelled terrible. Tasted rancid.1/7 Contacted via contact us form on website 1/10 Contacted by email 3/27 Posted to their FB page 4/3 Tried to call the 2 numbers from their automatic reply in the fb message 1 being an urgent number Had to leave a voicemail with the one. The urgent matter number was an automated robo person trying to set me up with medical devices. They've never replied to me and seemingly made it impossible to be contacted! The order was for $99.75.

  Business Response

  Date: 04/04/2025

  We are unable to find any orders under this customer's name, address, phone number or email address. The order number provided does not match our order numbers which are 8 digits and start with either 18 or 19. We recommend the customer double check the ********************** he's attempting to reach or reach out to his credit card provider for additional help. 

• Initial Complaint

  Date:03/18/2025

  Type:Delivery Issues
  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 7 products from the company.
  
  Two of the products were clearly old, stale, and tasted badly.

  Business Response

  Date: 03/22/2025

  ** *****
  
  
  We truly appreciate your feedback and apologize for falling short with the items you received in your order from Nuts.com. I have gone ahead and refunded your order in full, in the amount of $69.93. Please allow 2-3 business days for this to be reflected on your payment method.
  
  
  I have also passed your feedback along to our Quality Assurance team, to ensure this is reviewed so we can work to prevent issues like this moving forward.
  
  
  Thank you again for your order and your honest feedback. It's customers like you who help us improve. If you need anything else, we're here to assist!

• Initial Complaint

  Date:12/29/2024

  Type:Delivery 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 placed an order as a gift to family members on 12/7/24, order #********.I had the order shipped to the location where the family would be temporarily gathered for the holiday. The order form gave me the option to choose the date of delivery, and I selected 12/21/24, plenty of time for my order to be processed and shipped for the 12/21/24 arrival date.I was notified by the shipping carrier that the shipping label was created on 12/19/24 and was shipped via ***** smart post with an expected shipping time of 7-10 days. My shipment was delivered on 12/28/24, after the family had all left, and the gift was wasted.The core of my complaint is that nuts.com made no effort to deliver the product in a timely manner. Once contacted, customer service blamed the late shipment on unexpected delivery delays with ***** which is completely inaccurate. You cannot expect to choose the slowest delivery from ***** and for it to arrive in two days. The company offered a delivery date but made no effort to fulfill the date, then didnt take responsibility for the errors.

  Business Response

  Date: 12/30/2024

  Hello *****, 

  Thanks so much for reaching out to us, and I am very sorry to hear that this package did not arrive in time to be enjoyed for the holidays.
  Due to this, I have gone ahead and refunded the full order amount back to your payment method, in the amount of $83.25. 
  This refund should reflect on your card 3-5 business days, depending on your banking institution.
  Again, I truly apologize for this experience and will gladly communicate this over to both my warehouse teams as well as our customer service department, so we can ensure we are handling packages as requested when a delivery date is set. If you have any additional questions or concerns, please feel free to reach back out to us at any time!

  Customer Answer

  Date: 12/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  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 is a case of cyber harassment. Ive received 11+ emails I havent ordered anything, I have no account number or tracking number.The emails every single day. I have asked them to stop. Its getting ridiculous. I dont know what to do to get them to stop

  Business Response

  Date: 12/24/2024

  All emails sent to customers give the option to unsubscribe in the disclaimer at the bottom of the email. The customer is welcome to unsubscribe at their leisure via the "Unsubscribe" button OR they can visit ****************************************** to unsubscribe. To be clear, cyber-harassment usually pertains to unconsented conduct, such as threatening or harassing email/instant messages, or to blog entries or websites dedicated solely to tormenting an individual. Providing the customer promotion email offers does not fall under cyber harassment, considering we clearly offer the option to unsubscribe from future email promotions. The last newsletter email they received was on 12/19/24. If they continue to see emails in their inbox, I recommend they check their email settings on how to hide email marketing ads. Since it looks like they use ***, they can use this resource to find out more information: 
  **************************************************************************************************************************.

  "AOL webmail is a free email service that is made possible by marketing ads. If you find the ads to be distracting, you can temporarily hide them and even give feedback on them. To do this, hover over the ad and click the *** in the upper right corner. You'll be given the option to temporarily hide the ad or provide feedback on it. Permanently remove ads by purchasing an Ad-******** Mail subscription."

  Customer Answer

  Date: 12/24/2024

  
  Complaint: 22725259
  
  I am rejecting this response because:
  I have BLOCKED them!!! Looking, Ive blocked FOUR times, they use different numbers.

  Theyve frustrated me to the point where Ive called them nutballs, etc, out of sheer frustration with the daily and multiple emails. 
  This is the worst internet business Ive dealt with. I just want them to stop with the emails. Ive also spoken to an US Attorney about this being cyber harassment, my complaint is just shy of the threshold where charges can be filed.
  I dont want or need to hear anything from the nut people.
  Im done, thank you BBB.  I have way more important things to worry about/deal with besides dealing with a bad business. 
  
  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair 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 purchased four of the same baskets. Two were sent directly to family and two were sent to my home to be given as gifts in person.
  The two items that were delivered to my home were missing one item and looked unlike the image on the website. The company offered replacements but I needed them the next day so replacement would not work. Then they offered that I could pay to return them and they would hold a 20% restocking fee. The items were defective so I asked for a paid mailing label and a 100% return. As an aside, the same incorrect item was sent to our two family members but they opened the product so I did not include those two in my request for a full refund.

  Business Response

  Date: 12/18/2024

  The order sent to the customer has been refunded as a courtesy for the incorrect section being filled in the Custom Tray. 

  Customer Answer

  Date: 12/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:11/18/2024

  Type:Product 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.

  The return policy for this company, Nuts.com, is not spelled out on their website. No where does it state that there is a 20% restocking fee.
  
  I received an order which corresponded to an auto ship order that I thought I had cancelled. Upon receiving the order I checked my account on the Nuts.com website to find I did not have any auto ships or current orders. However when I contacted Nuts.com the auto ship order showed up in my account again which was confusing.
  
  The customer service representative told me I would have to pay for shipping the product back and that there would be a 20% deduction in my return due to a disposal fee. I asked why the product would have to be disposed when the box hadn't even been opened. Instead of explaining that the rep said I could keep the product and receive a 50% refund or a 60% store credit. I had not inquired about either of these options. It seemed just a way to not allow me the refund option or to further confuse the situation.
  
  The rep kept talking over me when it was my turn to talk and I had to shout to get them to listen to me. At one point they told me to "just calm down" not a good idea to tell someone who is frustrated with your policies and ability or willingness to explain them.
  
  At this point I am a bit concerned that they did not provide me with any sort of packaging slip to connect the product I am returning with my account, even though I asked several times if this was needed. I also asked the rep to send me an email confirming that I did not need any documentation to send with the return. Instead they sent me an email with their mailing address - which I had not asked for.
  
  Extremely frustrating call. Terrible customer service from a company who offers a 100% satisfaction guarantee that is on their website. I would appreciate a full refund of $216.45 instead of the minus 20% they offered, and I would like them to be required to fully state their return policy on their website. Thank you for your attention.

  Business Response

  Date: 11/19/2024

  Hi there ********
  
  We’re sorry to hear you were not expecting your recurring Auto-Delivery subscription order to ship out. My name is Derek, and I am a member of the management team here with Nuts.com.
  
  After reviewing your account, we noticed that two emails were sent to you regarding your subscription. The first email, titled "Congrats! Enjoy Your Auto-Delivery Subscription," is a confirmation email that is sent to all customers when they sign up for Auto Delivery. The second email, titled "Your Next Auto-Delivery Is Coming Up!," is a reminder email that is sent to customers 3 days before their subscription order is shipped.
  
  Since this package was not expected, I have gone ahead and provided a full refund in the amount of the order, $216.45. Please allow 2-3 business days for this to be reflected on your payment method. 
  
  As always, we give our customers the tools to manage their auto-subscription via their accounts. Simply visit ********************account and on the left-hand side you should be able to see "Auto-Delivery". Under "Auto-Delivery" you can modify your subscription at any time.
  
  I very much apologize again for this situation, and if you need anything else, please don't hesitate to reach out!

  Customer Answer

  Date: 11/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ******* ******* *******

• Initial Complaint

  Date:09/20/2024

  Type:Delivery 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.

  This company is terrible. I will never buy from them again. I placed order number ******** from nuts.com and received the order on 9/18/2024. First of all, they made a bizarre mistake in fulfilling my order. I ordered 4 bags of 16 oz china black tea, which are tea leaves as shown on their website and I know from a previous purchase. They sent me 4 bags of green tea powders instead, but in the bags that labeled china black tea. The 4 bags of china black tea costs $99.97. I don't see any merchandise on nuts.com for china black tea powder; the ones closest to it are black milk tea powder mix or green tea powder, which are both cheaper than china black tea.I contacted their customer service around 8am on 9/19/2024 and emailed them the photos of what I received. They asked me to pay a 20% restocking fee to return the tea. When I questioned them, this is the response from their customer care: "...mind you that the order was placed on your end, this means that if you encounter an error message this was occur on your end. Also, we do send you a confirmation email in order for you to review if all the items you order are all correct, in that case we still have an ability to cancel the order and place the correct items on it."Either they don't understand English at all and don't care about their customers at all, or they are just being deceptive, because they put cheaper stuff into bags and labels of more expensive merchandise and refused to admit the mistake.

  Business Response

  Date: 09/21/2024

  Hello ************text="true" style="box-sizing: inherit;">
  My name is ***** and I am a member of the management team here with Nuts.com. Thank you for bringing this issue to our attention, and I sincerely apologize for the frustration this has caused. It is clear that our initial response did not fully address the problem with your order, and I want to assure you that we are taking immediate steps to provide the resolution you deserve.
  First, I apologize for the misunderstanding in how your concern was handled by our customer service team. I will be providing feedback and coaching to ensure that future interactions are handled with more care and clarity, so that no customer experiences this type of issue again.
  
  Regarding your order, I am currently working with our quality control team to investigate our current inventory and ensure that the correct product is available. As soon as I receive an update, we would be glad to let you know. In the meantime, I have gone ahead and refunded you back $99.96 for the cost of this item that you received incorrectly. Please allow 2-3 business days for this to be reflected on your payment method.
  
  Are you able to send us a picture of the product outside of the bag to ************** Perhaps against a plate? I want to make sure our team knows exactly what they're looking for.
  
  Your satisfaction is important to us, and we appreciate your patience while we resolve this matter. If you have any further concerns or questions in the meantime, please dont hesitate to reach out.

  Customer Answer

  Date: 09/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ** *****