ComplaintsforWildgrain

• Initial Complaint

  10/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a order processed and billed immediately from credit card for an order that listed as expected delivery 10/11-10/12. As soon as it was processed the delivery date changed to 10/15-10/16. I am out of town that time and contacted wild grain to cancel and refund order which they refused to do and basically state they cannot control ship or delivery date. I will need money back as this is perishable item that cannot sit unrefrigerated while I am out of town

  

  Business response

  10/16/2024

  Hi ***,
  
  Thanks for reaching out through BBB, and we're so sorry for the inconvenience :(
  
  I've checked the email correspondence with our Member Support and see that they've issued you a full refund for your October Box, so you're all set!
  
  I've attached a photo which reflects the refund for your Wildgrain Box. We also added in a $10 recurring discount if you wish to reactivate your Member Account.
  
  Please don't hesitate to reach out to us if you need anything else, we're here to help!
  
  Wildgrain Team

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wildgrain box is monthly box for $99 includes 6 products plus free croissants. They did not fulfill 3 out of six products purchased, which is 50% of the value of the box. They only credited $30 which represents 1/3 of the value of the box. Wildgrain also represents that they have a 100% Satisfaction Guarantee. I complained to customer service on 9/12/2024 and they did not offer any resolution in their response.

  

  Business response

  09/16/2024

  Hi ******,

  Thanks for reaching out through BBB - and I'm so sorry for the experience with our out-of-stock items. This is definitely not the experience that we'd want you to have!

  I've checked the email correspondence with our Member Support and see that they initially refunded $30 for the out-of-stock items. We have further issued you a full refund for your entire Wildgrain Box order. I've attached a photo which reflects the refund for your Wildgrain Box. We also added in a $10 recurring discount if you wish to reactivate your Member Account.

  I'm so sorry again for the inconvenience and thank you for being a Wildgrain member! 

  Wildgrain Team

• Initial Complaint

  02/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on February 6. Their website and the automatic email response advised I should expect a tracking number within 3 business days. I didnt. A week later, nothing. I had to send two emails. The excuse I got - which is identical in language to an answer to someone else a year ago- was unexpected increase in business. No information on shipping. They promised me confirmation after they checked. They didnt. I asked for a refund. No answer. This is disgraceful.

  

  Business response

  02/20/2024

  Hi ******,
  
  *** here from Member Support - I hope you're doing well :)
  
  I'm so sorry about your first Wildgrain experience! This is definitely not the experience we'd want you to have! 
  
  I just checked our inbox and see the previous email correspondence with one of our Member Support and I apologize for the delayed responses sent about shipping and delivery time! I also sent you a follow-up email.
  
  We unfortunately, encountered inventory issues in our fulfillment center the week your box was placed which caused your box to be shipped on a later date. I'm so sorry about this! Our Operations team has been working hard to make sure that we are stocked up with inventory in the future. 
  

  I want to make things right for you, I went ahead and issued a full refund on your first Wildgrain Box. If you'll give us another shot, I'll be happy to apply $10 off your next 3 boxes.

  Please don't hesitate to let us know if you have any questions - we're here to help!
  
  ***

  Customer response

  02/20/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed my order and paid for it on January 28, ****. The company said it would ship in 1 to 3 days. I emailed the company to ask when I could expect to get my order. They claimed it was shipped and I should have received it yesterday or today but they did not give me a tracking number as I requested. When I look online it just says the order is confirmed. The only communication seems to be through e-mail, and they are pre-scripted responses. I canceled all future orders and requested that they give me a refund if my order has not yet shipped. I have not gotten a response from them. Its unfortunate that they make it so difficult for customers.

  

  Business response

  02/05/2024

  Hi *****,
  
  Thank you for reaching out and, I'm so sorry about your first Wildgrain experience - this is definitely not the experience we'd want you to have!
  
  I just looked up our inbox and couldn't find any message under this e-mail address used at check-out. Can you please confirm if you used a different e-mail address to message us so I can look it up? 
  
  I also checked your Wildgrain Box and see that your order was placed on 01/28/2024 it was shipped on 02/01/2024 and was delivered on 02/02/2024 at 5:27 PM. I've also attached a photo of proof of delivery. Can you please confirm if you've received your Wildgrain Box?
  
  Once a Wildgrain Box order is placed, our fulfillment centers typically ship within 1-3 business days. Just a heads up that our carriers don't deliver Wildgrain Boxes during weekends, so our fulfillment centers ship Sundays - Thursdays. If you place your order on a Friday or Saturday, please note it will ship that upcoming week. If you placed your order on a Thursday, it will also likely ship that upcoming week.
  
  We also experienced some shipping delays in the past week due to some inventory issues we had with our fulfillment centers which caused some boxes to ship out later than expected. We're working on the inventory of our items to avoid these delays in the future.
  
  ***

• Initial Complaint

  07/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company sells Bread/pasta home delivery via a monthly subscription. They offer 6 items for $99. I had a ten dollar coupon so was able to get 6 items for $89. My two pasta packages came open, spilled in the shipping box and unusable. I contacted customer service and they offered a $20 refund and a credit for future boxes. My issue is that I paid $89 for six items and got 4the refund should be 1/3 of what I paid. Also given the poor packing conditions, I dont want to continue the service so a future credit is useless to me.

  

  Business response

  07/18/2023

  Hi ****,
  
  *** here from Member Support! Thanks for leaving a feedback, it means a lot to us!
  
  I'm so sorry that your first Wildgrain Box arrived with damaged items! This is definitely not the experience we'd want you to have.
  
  I just checked our inbox and see from the previous correspondence with one of our Member Support that you have been issued a $33 refund for the damaged pastas which is 1/3 of the total amount that you paid for.  
  
  If any questions pop up - I'm here! 
  
  Aya

  Customer response

  07/18/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  02/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello,I ordered a box of Wilgrain bread/pasta on January 28 (order #******) for a cost of $79.00. The box was delivered on February 3rd. My order was missing items, and one of the packages of pasta was split open with the product spilled and not usable. I contacted Wildgrain by email ********************************* through a response to an email from the company inviting me to respond with any questions about my order, through the direct message function on ********* and through a post on the Wildgrain ******** page. None of my communications have received a response and I noticed there are many other similar complaints of issues and non-response. Wildgrain is very active on their ******** page and responds only to compliments and questions about how to order. I would like a refund or replacement. Thank you for your assistance.

  

  Business response

  02/16/2023

  Hi ****,

   

  I'm so sorry for the delay in our Member Support team getting back to you! I see my coworkers ****** and **** have already gotten back to you issuing you a partial refund for your most recent box and a credit on your next three boxes as an apology. We experienced an unexpected amount of new member growth in the last few weeks, so our Member Support team is more delayed than normal, but we just hired 10 more Member Support Team Members this week and 6 more new Member Support Team Members are joining next week in an effort to fix this issue as quickly as possible.

   

  So sorry again, and we're here if you have any other questions!

   

  Ali

  Customer response

  02/18/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

*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. ↩