ComplaintsforaustiNuts Inc

• Initial Complaint

  08/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase (order *****) with this company on July 3rd. The items were packaged bags of cashews.I received the order on the 8th and discovered that one of the packages was not sealed properly.On the 9th, i emailed the company for support and advised them of a food health concern with the broken packaging of the item. I provided two pictures to them.I emailed them at the only listed address, ******************************** I also attempted to contact them at the listed number, ************. My email was ignored and no one ever answered the phone.A rep contacted me in response to a comment that i had left regarding errors on their website. I also brought up the health concern that i had previously made. This rep was either unable to read or comprehend my email or they were willfully ignoring my support requests. I called the rep and she became abusive and refused to identify herself. I asked for the owners information and was told that the owner was too old to use email.

  

  Business response

  08/13/2021

  Complaint ID:     15759226
  8/13/21
  Time:  12:19PM
  
  In response to the complaint to austiNuts, established in****, we will be attaching all of his previous orders, all email correspondentsthat we have on file, along with communications from our webhost in regards tothe complaint he stated about our website, and the refunded amount from thelast order (order # *****, date: 8-10-21 of $91.00)
  
  The customer has ordered a total of 3 times, the first orderwas July 3rd, the second order was July 26th, and thelast one was August 10th.
   August 10th was when the customer stated the website sucked in the comment section of his,so we reached our via email for further information August 11th at7:09am. At 11:34am the customer responded with issues in regards to the website.He mentioned 6 different issues, which were aimed towards the website. We checkedour website to see if we can visualize and have the same issues that he stated,however we were unable to have those issues happen to us. We sent an emailstating that we did not see it on our side however we would look into it moreto insure a better experience for our customers.
  
  The customer than stated that he told me multiple times thatwe are not listening to our customers and that we are incompetence and that wewere lying in regards to the solutions to the issues. That is when he asked tocancel the order and that he would be taking the complaints to the BBB and alsothe Attorney Generals Office?
  
  The customer than called the office and spoke to an employeein which he kept demanding the owners email. We do not give out any personalinformation to customers. He then continued to yell at the employee statingthat he can not trust the employee to inform the owner. He also went on tostate the owner was unable to manage her business? This then led to him saying inappropriatewords against the employee when she tried to help resolve the issue. We have awitness that was in the same office as the employee when this phone callhappened.
  
  After the phone call, we responded at 12:26pm on August 11th stating that we were the one to reach out in regards to his original comment onhis order (order #*****) in regards to the website. We stated on the email thatnothing was mentioned on the email chain or on the phone call about any otherissues than our website.
  
  We have instructions to not give out information about whotalked to the customers until the owner is back and we find about the problemand of course our owner shall respond according to the case.
  
  Upon receiving the complaint from the BBB is when we learnedabout the order # ***** from July 3rd stating the bags were open perthe complaint. We did not know about this complaint and when you see attachedyou can see he ordered again order # ***** date 7-26-21 and never mentioned hisfirst complaint in the order.
  
  We care so much about our service and our quality controland if we would have known about the original complaint we would have fixed itimmediately to send replacement products at no charge. In the emails when hestated the Healthy and Safety issues, it was never elaborated what he meant. Hejust stated he would send some complaints and attack our social media.
  One of the owners came into the office Friday the 13th and emailed the customer ********* to speak to the customer so that we canresolve the problem. This was the last communication we had with the customer.
  
  We have been in business since ****, and when there arecomplaints we take it very seriously. It is strange that the customer continuedto order (2 other times) and did not communicate the open bags complaint in theemail chain or calmly over the phone to the employee. We send many productsevery day to many customers around the USA and we have not had any complaints likethis before with the shipping of **** The bags are sent in sealed cardboardboxes therefor it has better security of the products.
  
  Our response should clear the complaint of what took placethis week. We are sorry that there are people that are writing about complaintsthat happened a month ago and refused to state it calmly to businesses likeours. We will continue to serve our customers with the best satisfaction.
  
  
  

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