ComplaintsforNetrition Inc.

• Initial Complaint

  12/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made a purchase from these con artists 2 weeks ago, received the order 2 days ago to find out that they added a "free gift" to my $100 order, that they ended up charging me for. An item that i did not add, want or put in my cart. They also added an ice pack that they charged me $6 for, when i received nothing frozen. The one item they claimed they charged me the ice pack for arrived warm and mushy anyway. The bread cost me $7 and arrived spoiled despite their bs ice pack i got charged for. This company is disgusting and i got scammed out of money for items i did not choose that their website added to my cart

  Business response

  12/05/2023

  As per our communication via ******: Hello, *******! Thank you so much for bringing this to our attention! After a thorough review of your order, we found a minor hiccup in our system that mistakenly charged you for the free items (Netrition Lip Balm and the Cold Ice Pack service). We genuinely appreciate your understanding and patience. Rest assured, we've swiftly addressed the glitch, and not only are we refunding you for the free items, but we're also taking care of the spoiled bread. Your satisfaction is our top priority, and we're committed to making things right for you! If you have any further concerns or questions, feel free to reach out. Thanks again for your understanding! Have a healthy day!

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered **** ***** ******* from this company. The ******* ****** flavor creamer was not good and is separating & clumping. I sent them a picture as well. They tried to tell me that is normal. I use this creamer everyday and know it is not. I want a refund for the bad creamer. This company has a ton of horrible customer service reviews. I want my money back now.

  Business response

  10/10/2023

  We're sorry if the **** ******* ****** didn't work for you. The box you received has best buy date of April 05, 2024. We received the following message directly from ****, the manufacturer: Natural clumping or settling can sometimes happen due to the mixing of our natural ingredients. The protein and MCT oil don't like to play nice with the water content from the coffee when mixed together. We haven't made any changes to the formula. So both the clumping and separating are normal.  

  Customer response

  10/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Please Note: I regularly use this creamer, so I know that this clumping is NOT “normal”. They have already tried to gaslight me with that response. I will continue to leave reviews and report this company until you do the right thing and refund my money for the bad creamer.   Regards,  ****** *********

  Business response

  10/11/2023

  We reached out to the manufacturer and this was their response: "I'm ****** - Thank you so much for the heads up! We'll be more than happy to help  It seems like what ****** experienced with the creamer was separation, which is an unexpected consistency that our plant-based creamers create since they're made with pea protein instead of dairy  I'll be reaching out to the customer to provide some insight regarding this on our end! If any other customer needs assistance regarding this, let me know? With positivity, ******"

• Initial Complaint

  11/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since this company changed management earlier this summer, I have had issues with every single order I've placed with them. Most recently, my order (with perishable items) sat in transit for 10 days and then was marked delivered, but did not show up at all. I contacted the company to explain the situation and also opened an investigation with *** who was unable to locate the package either. Even though I have **** video footage to show that the order never arrived, the company REFUSES to refund my money and also treated me horribly throughout this process. I still have not been refunded despite spending 4 hours chatting with their customer service team and now they are totally ignoring me. It is illegal to charge someone for product that was not received and Netrition is making no attempt to resolve this issue.

  Business response

  11/28/2022

  You seem to have an issue with every order placed with us :-(  We ship thousands of orders daily and our goal is to please our customers. Not argue or fight with them. We apologize for the difficulties you've had as of late and understand that you are super upset. Order ********** - We shipped the order on Sept 2 and then on Sept 4th, you called in telling us that you would not be home but the package was already in transit so we could not stop it. The package was delivered on Sept 6th. Then you contacted us on the same day, demanding a refund. You also filed a claim with ******. You were not home during this period and claimed you did not receive the package. But you then canceled the ****** case. On your recent recent order - you opened a case with ****** that you did not receive the package again but you closed it because you already received it as you had complained about the moldy bread. The moldy bread was refunded immediately. What else can we do for you, please? 

  Customer response

  11/29/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I do not accept this response and believe this business needs to be looked into. Just check their ******** reviews. There are plenty of other people with similar complaints to me after the company changed ownership this year. In their response to my complaint, they’re not even referencing my latest order. That’s how frequently issues happen with them! In addition, their staff is incredibly rude and they don’t care about their customers at all. Another example of bad practices, they’ll ship a box of highly perishable products with ONE small ice pack (sometimes not even put near the perishable items), let it sit for 10 days in transit, and call it good! You can tell they are trying to cut cost at the expense of customer experience.  I will not be ordering from them again as my negative experiences have been too many to count. The reason I closed my ****** dispute is because they refused to refund me for MOLDY product if I did not. Intimidation tactics used against a paying customer who is owed a refund. Please investigate this company and their horrible business practices/customer service.     Regards,  ***** ******

• Initial Complaint

  06/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I just received this order ********** today (June 7, 2022). I'm not happy regarding the shipment of this order. This order arrived in two separate boxes. One box was insulated with heavy duty styrofoam and contained an ice pack. The contents of this box didn't require an ice pack, as it was mostly nonperishables. However, the second box wasn't insulated at all and DID NOT contain an ice pack. The second box WITHOUT the ice pack contained all my perishable items - breads, bagels, smartbuns, and muffins. I've ordered several times previously, and these types of items have always arrived thawed, but still cool. Today, these items arrived at room temperature. The chat representative (Joy) I chatted with didn't offer a resolution to my concerns. She inquired about whether the perishable items were moldy or damaged. I replied that there wasn't any visible mold, but one of the loaves of bread was crumpled. I received no further communication from Joy, so I emailed customer service. According to Paige J*****, it's not a concern that my items arrived at room temperature, because they were delivered within 24 hours from shipping date. She expressed that my concerns have been dully noted and will be forwarded to warehouse management. In the short time I have been a customer of Netrition, I have spent a significant amount of money. I hope that I don't encounter what I consider to be lackadaisical attitudes from customer service in the future. I'm hoping that my orders will be shipped with more care and concern. I'm concerned for the safety of consuming these perishable foods. There are no visible signs of mold, and only one loaf of bread is slightly damaged/crumbled. However, I'd like to be reassured that this won't occur in the future. Also, regrettably, customer service via chat wasn't very helpful in rectifying this situation.

  Business response

  06/08/2022

  I am very sorry to hear about the condition in which you received your Netrition order. We have contacted the shipping manager regarding this matter. We take pride in picking and packing our products here. I can assure you for all future orders, your items will be packed with the utmost care. I would be happy to resolve this matter to your satisfaction, as we value you as our customer. Please reply to this message with the items that you need replaced. I would be happy to send replacements out to you today. Once again, I apologize for any inconvenience that this may have caused you.

• Initial Complaint

  08/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On this date, at 14:09 CDT, I placed an order with Netrition.com totalling $41.89 [including the cost for shipping and handling]. Payment was made with a debit card. At 14:37 CDT, I received an e-mail from Netrition that the order would not be processed because the card was declined. A review of my bank account shows the transaction was honored by my bank and the card was NOT declined as Netrition claims. It would appear Netrition is attempting to shake me down for additional fees already paid for goods they have no intention of delivering as they have made no further attempt to contact me about this issue and have not shipped the ordered goods.

  Business response

  08/09/2021

  Hi *****,

  What actually happened with your order was that your credit card was declined and you were sent the email that you attached to this message. At that point, a manager realized you were a previous customer so she reviewed your order history and noticed that you used this credit card in the past and you simply mis-typed your expiration date on this new order. She then updated the expiration date on the order and successfully processed your order to ship today.

  I must say, I am quite surprised and saddened to see that, as a customer of ours for 10 years, you thought it was a better idea to contact the BBB over a slight error and mis-understanding than to simply reach out to one of our customer service agents who would have been happy to clarify for you what happened on your order.

  Customer response

  08/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I had requested the order be cancelled and my money be refunded the same day I was appraised of the problem. The company made no attempt to contact me to inform me that the error had been corrected. Instead, the ignored my request to cancel the order and refund my money and shipped the product--TWO days AFTER I requested the order be cancelled and my money be refunded.
  And they wonder why I am not a pleased customer and don't want to do business with them?
  
  Regards,
  
  ***** ****
  
  
  
  
  

  Business response

  08/11/2021

  Your original request for a refund was based on your incorrect assumption that we were somehow attempting to bilk you out of money. Since we had already determined the problem was in fact due to incorrect credit card information submitted by you, yes, we disregarded your original request because we thought you would have been happy that we fixed your error and processed the order. At this time, we have already issued a credit to your card and have instructed FedEx to return the shipment back to us. 

  Customer response

  08/16/2021

  Yes, I finally received my 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. ↩