Complaints

• Initial Complaint

  08/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have placed an order totaling ******* on 8/19/2024, and was charged three times this amount, which resulted in account overdraft. The charges settled and were not cancelled after several days. The portal shows three separate invoices generated for the same order number. Customer service promised to resolve the issue by the end of day and email the resolution, but in the end never received any resolution. Called again and was told they could not help at all until Monday (Called on Friday at 1pm). Very disappointing experience.

  Business response

  08/26/2024

  These duplicate transactions have already been refunded, please see attached receipts. The amount of time it will take before these funds are back in your account will be based on your banks internal processing timeframes. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello I had placed order with this company with order number *********** I noticed my package was showing delivered so I checked all security cameras to see if was delivered and was stolen or something off my porch but it was never delivered here. The company stated they would need around 8 to 10 days to work on a resolution for me. Within a day I have received email stating was delivered but that once again it absolutely not accurate. Of course I'm upset because the company absolutely hasn't took time to work with carrier to fix this issue. This needed to actually be investigated in which it wasn't. Like anybody would feel im very upset due to fact this is my money for a product I never have received. I'm writing this for awareness for others with the company. I would like this matter fixed. I will also be reaching out to my bank to see what we can do

  Business response

  03/27/2024

  At FoodServiceDirect.com we are always willing to work with customers regarding any issues they have with delivery. It has come to our attention that since 2021 this customer has repeatedly filed false claims regarding packages not being delivered. There have been 16 orders placed that we have identified so far matching things from shipping address, credit card information, email address, etc. that this customer has been refunded for after claiming they did not receive their order. The fraudulent claims have resulted in thousands of dollars of losses for our company. We will be unable to assist this customer with any claims he files in the future and will be blocking him from purchasing from our website again. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a case of trident panko cod fish and the fish is not full cod its minced and tastes funny. I contacted food service direct as well as the company trident and neither will do anything..not even refund partial money after paying over ***. I want this addressed. Thanks

  Business response

  03/12/2024

  The product that was ordered is a cod wedge, and not a bread cod fillet. Most fish wedges will be minced and more like a fish stick. This was shown in the product description as well as the images on the website. Unfortunately as this is a frozen item and has already been opened we will be unable to accept a return on this item. If the customer had wanted a breaded fillet we would have been more than happy to assist in finding a more suitable product for them. 

  Business response

  03/12/2024

  While I do understand you are unhappy with this product, the item that you ordered is not a breaded fillet. We are unable to process a refund or send you a replacement for not liking the taste of this item. We do have over 50 cod fillets that are available and would have been more than happy to help you find what you were wanting prior to this order being placed. 

  Customer response

  03/15/2024

  This information.they have included is false advertising on their website..also they said they could help find another fish like that. That is incorrect as they do not have any other trident kinds besides a pollock fish. They are not telling correct information. 

• Initial Complaint

  11/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased 4 cases of Field Roast Plant Based and Vegetarian Frankfurter 2.7 oz 72 per case, on 10/5. I received the frankfurter on 10/10 and I called the company on that date letting them know that they sent me the wrong product. I was told to send pictures and information why it was the wrong item. I did that and didn't hear from them for days. I called them and they told me that an email was sent saying the right item was sent and they could not take the items back and that was that. The item that I purchased did not include soy in the ingredients, what they sent me had soy and other ingredients that was not what I purchased. I showed them this proof nothing happens, I called 4 days later same thing, they said they had to contact the company to see if I was right basically. Until this day I was promised to get a call back, I contacted field roast and spoke to Sinakit 10/30 at 9:22am she said that I was correct that they item I ordered did not have soy in it. I tried calling food direct back, I got the run around again. I have proof of ingredients to resolve this issue. I purchased on ****** same issue posting ingredients that are not in the product. so I lost ******* from that sale. I am enclosing proof of this issue. The SKU# paper is what they sent me that is the wrong ingredients, I am showing what it should be without the soy.

  Business response

  11/03/2023

  At this time we do not have any records of a complaint for this item. If the order was placed through ****** the customer should reach out through their ****** account. ****** strictly prohibits sellers from contacting customers directly. All communications must be sent through their messaging platform. If the customer sends this information through ****** with their order number we will be able to assist them further. 

  Business response

  01/09/2024

  A refund in the amount of ******* was processed back in December for this order. If the customer has not seen the refund post they will need to follow up with********

  Customer response

  01/09/2024

  
  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

  09/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Alert *** —>> This company has responded to me and is REFUSING TO RECTIFY THEIR FRAUD and THEFT. The cookies I ordered arrived last weekend INEDIBLE because they improperly packaged in mere thin plastic with NO container and broken, as well as they ALSO arrived HOT (due to no protection/packaging), HARD, STALE and SPOILED. You can SMELL the spoiled condition of the food through the plastic - the health and safety have been compromised AGAINST THE LAW and health code standards. This FRAUDULENT COMPANY has IGNORED my report for 5 business days now and is refusing to issue me a refund and send me a free-of-cost return label. I need a REFUND IMMEDIATELY. I have publicly posted this info to all their social media and they STILL have NO remorse and no intent to fix. I need them to (1) refund my money IMMEDIATELY and (2) ALSO EMAIL ME A FREE-OF-COST RETURN SHIPPING LABEL RIGHT NOW. (Request #****** / Order #************ *****

  Business response

  09/25/2023

  The product the customer received was shipped according to the manufactures shipping requirements. This is a bulk product and not individually packaged for retail sales. The customer was offered a courtesy refund which was already processed. A copy of the receipt is attached

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased 6 cans of 'Handy Premium Backfin Crab Meat' on April 21, 2023 on ****** from this seller. We use these all the time and have purchased many cans of this over several years. These are packed in sealed cans and are pasteurized for freshness. Stale date on cans is March 18, 2024. We opened this and found the product was spoiled. It arrived cold to the touch and packed with freezer cold packs. We immediately refrigerated these and did not use any until 6-2-2023 because we were still using cans previously purchased. The product was rancid and spoiled. I cannot say if it was somehow contaminated prior to being canned or if the product was mishandled by the seller. Upon request for help we were told that these would have to be used within 2 days in order to qualify for replacement. That response belies the stale date printed on the can and is unreasonable as very few households can or would use 6 cans of crabmeat within 2 days of arrival.

  Business response

  06/12/2023

  This customer has already been fully refunded through ******.com. Please note our company does not receive any financial information regarding these orders. If the customer has not received their refund they will need to contact ****** direct. ****** also strictly prohibits sellers from messaging customers through any method other than the ******.com platform. 

  Customer response

  06/12/2023

  
  ****** ******** *******
  
  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

  07/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  One the website it showed a box of *** **** bars. The item said it had 8 per case. I was under the impression that I would be receiving 8 boxes of the bars which would have totaled ** bars. I paid ****** for that. I was happy with it. However upon receiving the item it came in a Styrofoam box with melted dry ice that was barely cold. And came with only 1 box of 8 bars. That makes them ***** a bar. That is a ridiculous price. When I reached out to the company I was told I could not return them and they would only give me a partial refund of ****

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/07/18) */ The pricing and case quantity is clearly listed on our product pages. The customer never alerted us to the order arriving thawed until after we informed them that they could not return an order that is temperature sensitive. Once they informed us the order was thawed we requested additional information that the customer has yet to provide.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 20th 2022 I ordered a Meat Product from Food Service Direct.com. With a approximate ***** charge upon shipping date. My order was supposed to be here the 5th of July it never came so I called them on that date. Then they told me there was no Shipping number or delivery date. I ask could I cancel the order they said they would try. I was supposed to get an email as to weather it would be Shipped or canceled. I've got no information as to this date. I would really like to CANCEL my order. This Company seems very untrustworthy. I would appreciate your help very much. The Co. in question is, Food Service Direct.com Their Phone no. is XXX-XXX-XXXX - The order number is XXXXXXXXXX. Thank You very much. Lloyd *****

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/07/08) */ I am showing this customers order was cancelled as requested and an email has been sent to him letting him know. Consumer Response /* (2000, 7, 2022/07/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as they keep their word on the cancellation I'm very happy with the outcome. And thank you very much BBB.I couldn't get any response without you.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order ID: XXX-XXXXXXX-XXXXXXX Received a shipped order from this company, through ******* 3 of the 12 jars of pickles were broken inside the box, when I received. Glass shards sticking everywhere, along with pickle juice. Box was soaked. Box was obviously too weak for weight and no where near enough cushioning was used. One strip of cushioning for 12 individual bottles. Cut my fingers twice, trying to salvage the rest of the shipment. Had to discard the entire box in a trash bag. Couldn't take the chance of anymore glass shards being on the bottles. Complained to company 3 times. Each time told to send pictures. I refused to go back into the trash bag and pull out a box full of broken glass too take pictures and risk further injury. Kept getting the same Generic response from Makiah/Customer Service. She obviously wasn't reading.

  Business response

  06/15/2022

  Business Response /* (1000, 8, 2022/06/13) */ Customer was provided a full refund via ******* ****** requires all refunds and communications to be sent through their platform. The customer should check their ****** account for the status of their refund. Food Service Direct does not get any payment information regarding ****** customers, and ****** will process the refund back to the customers original form of payment. Consumer Response /* (2000, 10, 2022/06/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund issued. Still wanted an apology I did not receive.

*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. ↩