ComplaintsforSaltWorks, Inc.

• Initial Complaint

  06/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  a. I ordered "Kosher Flake" Sea Salt at $87.25 on 6/20/21 , later they raised price $125 as high rocket. b. I received Flake Sea Salt, No "Kosher" on the package on 6/24/21. They showed me A on the web & shipped out B, cheaper one. It looks like a cheating to me. c. They insist ordered & shipped one is same package & same taste on my email inquiry and no returnable as I opened it. But I have to open it to taste. I used to order "Kosher Flake" Sea Salt every year from them routinely and I am positive of the taste of difference. That is why they charge more price on "Kosher" Flake sea salt name than normal Flake sea salt. Otherwise they don't need to use Kosher name on the package d. All I want is exactly same thing I ordered "Kosher Flake Sea Salt", which is on their web currently now. That's it. I did put it on the CC dispute.

  

  Business response

  06/30/2021

  The customer ordered 6/21 and reached out on 6/24 saying he received his order and he doesn’t believe it is the same salt as he has previously ordered because the label doesn’t say ‘Kosher’. The image of the salt online does have the ‘Kosher’ word on it, so Lola (sales) explained to him that we offer 3 sizes in this salt now (he last ordered 12/2019) and the other smaller 2 options have grain size indicators on the label but we removed the Kosher word from the title of this standard grain option and just call it flake salt. Lola sent him a screen shot from the website of the 3 grain size options. She told him the image on the website needs to be updated, but assured him he received the Kosher flake he ordered. He got all hung up on the fact that Lola said the image needed to be updated, thinking that she meant the salt needed to be updated and we bait and switched him.
  
  He also claims the salt he received does not taste the same and tastes bitter. He immediately threatened credit card dispute and BBB complaint if he doesn’t get sent the same salt he has ordered before. Lola let him know this was indeed the same salt, from the same supplier and it is only the label that has changed. She told him it was not eligible for return/refund since it was opened. He’s claiming the salt we sent him is completely different than that salt on the website because it doesn’t have the word ‘Kosher’ on the label. He also thinks we cheated him because he is claiming the price increased after he ordered it, which isn’t true, you just can’t see the discounted price when you go to the website and view the item unless you are logged in.
  
  He thinks the Kosher designation on the label is for being Kosher Certified, not in reference to the grain size. Lola explained for this particular salt the word ‘Kosher’ does refer to the grain size and that all our salts are Kosher certified and the Kosher Certs can be downloaded from the website.

  I have attached the most recent invoice ********* showing a price of $87.25 for a 25lb bag = $3.49lb. The most recent order prior to that was in 2019, ********* showing a price of $191.95 - 15% discount = $163.16 = $2.97lb.  The larger bags do have a greater discount than the smaller bags, and our prices have increased since 2019 but the pricing was shown on the website.

  I am willing to provide a customer service refund for $25.00 if the customer agrees this is acceptable.

   

  ***Attachment(s) redacted by BBB staff***

   

  Customer response

  07/01/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ***
  
  ++++++++++++++++++++++++++++++++++++++++++++++++++++++++
  
  When I ordered "Kosher Flake" sea salt on 6/20/21,
  It was $87.25 and Ingredient Flake 25lbs was $47.88.
  
  I would accept $40 refund as their shipped one is Ingredient Flake bitter Cheaper one, not the sweet, Kosher Flake.
  
  If not, All I want is "Kosher Flake" sea salt that I ordered exactly same thing or money back, please.
  
  
  
  
  
  If the Kosher name goes by the only grain, then Why they put the Kosher name on specific package only ?
  
  Why not put the all of the their packages ?
  
  Why they shipped out "Flake" sea salt package after they showed me A "Kosher Flake" sea salt on their web currently ?
  
  That is a kind of Cheating buz to me.
  
  Also they are saying about on the reply email on 6/25/21  " -- need to be updated package..... " ?,  means was not there when I ordered on 6/20/21.
  
  The shipped package was not their on their at that time of order, means Cheating Buz ??
  
  I am positive of bitter taste this Flake sea salt about this time package.
  
  My previous order "Kosher Flake" sea salt is sweet salt enjoying every day.
  
  All I want is "Kosher Flake" sea salt that I ordered exactly same thing or money back, please.
  
  
  
  
   
  

*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. ↩