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Wildgrain Reviews, Complaints & Contacts

Goodgrain Inc. operates Wildgrain, a subscription box of frozen bread, pasta and pastries co-founded in 2020 by Johanna Hartzheim and Ismail Salhi. Members skip, pause or cancel in their Member Account, and the refund policy covers damaged or missing items and items left warm or damaged by a carrier's late delivery or handling. Customer service is at [email protected] and (617) 702-2749. BBB shows an A+ rating and 29 complaints in the last 3 years; Trustpilot shows 4.8 out of 5 from 1,502 reviews. No published complaint reports are currently linked to this profile.

REVIEWS & COMPLAINTS0none submitted to USAComplaints yet · see external reviews
PHONE(617) 702-2749Customer service phone
WEBSITEwildgrain.com
HEADQUARTERSSomerville, MA
PROFILE CHECKED2026-11-04
Submit a Complaint Call (617) 702-2749 Official website ↗
VERIFIED

Contacts & Login

PhoneEmailAddress

Customer service & general contact

Cancel, billing & returns

VERIFIED

Locations

  • Headquarters48 Grove St, Ste 303 Somerville MA 02144
  • Branch officeWildgrain Bakehouse (retail shop and café), 29R Properzi Way Somerville MA 02143
EDITORIAL

Is Wildgrain Legitimate?

BBB, Trustpilot

Legal name
Goodgrain Inc.
Founded
2020
Business type
Frozen bake-at-home bread, pasta and pastry subscription box (made by partner bakeries, delivered frozen)
Website
wildgrain.comSource: Wildgrain website, checked 2026-11-04
Headquarters
Somerville, MASource: BBB profile for Wildgrain, Somerville, MA, checked 2026-11-04

The Wildgrain website (wildgrain.com) is operated by Goodgrain Inc., according to its Terms of Use. BBB lists the business as Wildgrain at 48 Grove St Ste 303, Somerville, MA 02144, phone (617) 702-2749, with a business start date of January 2020. It is a BBB Accredited Business with an A+ rating. Its co-founders are Johanna Hartzheim and Ismail Salhi, and BBB lists Salhi as CEO/Owner.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBBBB Accredited, rating A+
447 reviews · 29 complaints · BBB business grade A+
TrustpilotClaimed profile
1,502 reviews · TrustScore 4.8 / 5
EDITORIAL

Complaint record: BBB, Trustpilot and this site

BBB. The profile for Wildgrain, Somerville, MA shows a BBB rating of A+ and BBB Accredited status (accredited since February 2024). It shows 29 complaints in the last 3 years, 16 of them in the last 12 months, and 447 customer reviews averaging 4.91 out of 5. By BBB's complaint types, 13 concern delivery, 8 the product, 4 service or repair, 2 billing and 2 sales and advertising. The complaints describe wrong or substituted items, lost orders, charges after trying to cancel and slow replies from support. Wildgrain's answers on BBB generally say the issue was already handled by email or that a refund, replacement or credit was offered, and some customers reject those answers as generic.

Trustpilot. The wildgrain.com page is a claimed profile (claimed September 2023) showing a TrustScore of 4.8 out of 5 from 1,502 reviews; 89% of the reviews are five-star and 5% are one-star. Trustpilot notes that the company invites customers to leave reviews and that it has replied to 94% of its negative reviews, typically within 48 hours. Trustpilot's AI-generated summary of recent reviews mentions shipping delays, thawed items, damaged packaging and leaking cooling packs as the negative topics, and the taste and quality of the food, easy ordering and helpful customer support as the positive ones. One-star reviews also describe unanswered calls and emails, missing items and trouble canceling.

This site. No published complaint reports are currently linked to this profile. These external figures are shown as each source displays them and are not added to one another.

Had an experience with Wildgrain? Tell other people what happened.

Submit a Complaint
EDITORIAL

Wildgrain: skip, pause, cancel, refunds, delivery problems and contacts

Skip, pause, cancel or reschedule. Wildgrain says you can skip, pause or cancel whenever you like in your Member Account (sign in at app.wildgrain.com), and that you can reschedule a delivery or change how often boxes arrive. Members get a reminder by email and text 4 days before each order.

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Wildgrain ties the cut-off to billing rather than to a fixed day, so make any change as soon as the reminder arrives, before that order is billed. The Terms of Use add that the order confirmation emails contain links for managing a subscription, and that some subscriptions may auto-renew at the end of their term unless canceled.

How to cancel. Log in to your Member Account, open the membership you want to end and choose to cancel it. Wildgrain then offers a pause; keep going past that offer, pick a reason and confirm the cancellation.

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Wildgrain calls this the fastest route; save a screenshot of the confirmation. Member Support can also cancel for you if you email [email protected]. If you do, keep the sent message and check that your account shows the membership as canceled before the next billing date. You can reactivate later in the same account.

When cancellation takes effect. A cancellation applies only to future boxes that have not yet been charged. The refund policy says you can cancel at any time before your next order is billed; if you cancel after billing but before delivery, the cancellation is processed for the next scheduled billing date. The policy does not promise to stop or refund a box that has already been billed.

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For that box, Wildgrain's Help Center says to email Member Support at [email protected] right away so they can look into it; once an order has been exported to a fulfillment center's system, it can no longer be edited.

Damaged, warm, late, missing or wrong items. Because the food is perishable, Wildgrain does not accept returns. Its refund policy covers items that arrive damaged (where the carrier did not cause the damage), items left warm or damaged by a late delivery or improper carrier handling, and missing items. Report the problem to [email protected], and use the same address if items are wrong; for general dissatisfaction with a box, contact the company within seven days of receiving it. Wildgrain reviews each case and may offer a replacement, a credit toward your next box, or a partial or full refund. Its 100% satisfaction guarantee applies only to a first order.

What the policy does not cover. A wrong shipping address or a refused delivery, a late delivery caused by a wrong address, and an order not brought in on the delivery date that then thaws or spoils.

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An order that was misaddressed or not retrieved can be reshipped for 50% of the cost of the replacement shipment. Update your address in your account before the charge date.

Where Wildgrain delivers. Only within the contiguous United States; it does not ship to Alaska, Hawaii, Puerto Rico or Canada.

Customer service. The customer service phone number is (617) 702-2749, Monday to Friday, 10 AM to 6 PM Eastern, and the email address is [email protected]; the Help Center says you can email to ask for a call outside those hours. In your message give the name and email on your account, the order or delivery date, and what you want (replacement, credit or refund), and attach photos of damaged or thawed items.

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Some BBB complaints and Trustpilot reviews describe calls and emails that went unanswered, so contact the company in writing and keep your order confirmation and replies. No published complaint reports are currently linked to this profile.

If it is not resolved. You can file a complaint through Wildgrain's BBB profile; the company is BBB Accredited and answers complaints there. You can also file a consumer complaint with the attorney general of your own state, or with the Massachusetts Attorney General's Office (online form at mass.gov/how-to/file-a-consumer-complaint; questions go to its Consumer Hotline at (617) 727-8400), since the company is based in Massachusetts, and report the problem to the Federal Trade Commission at ReportFraud.ftc.gov. If you were charged on a credit card for a box you canceled in time or never received, the Fair Credit Billing Act lets you dispute the charge with your card issuer; the written dispute must reach the issuer within 60 days after the first statement showing the charge was sent.

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Arbitration. Under the Terms of Use, disputes with Wildgrain go to binding individual arbitration and customers give up the right to join a class action lawsuit or class-wide arbitration, except for certain disputes described in Section 18. The Terms page on wildgrain.com ends in Section 13 and does not include Section 18, so ask [email protected] for the full text before taking legal action.

PUBLIC RECORD

Court & Public Records

Dalton v. Goodgrain Inc.

Filed

U.S. District Court, D. MinnesotaDocket 0:26-cv-01545Source ↗

Filed — no final outcome recorded

The public docket lists extensions of the time to answer, the latest on June 2, 2026, and does not state the claims.

EDITORIAL

Who runs Wildgrain

Wildgrain sells a subscription box of frozen sourdough bread, pasta and pastries, which members bake or cook at home. It says small, independent bakeries make the food. The company describes itself as a small Boston-area team (its office is in Somerville, Massachusetts), with partner bakeries and fulfillment centers around the country.

Owner and CEO. Wildgrain's co-founders are Johanna Hartzheim and Ismail Salhi, who started it in 2020. BBB lists Ismail Salhi as CEO/Owner. The Terms of Use say the site is operated by Goodgrain Inc.

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Corporate office. BBB lists the business as Wildgrain (alternate name Goodgrain, Inc.) at 48 Grove St Ste 303, Somerville, MA 02144; the company's contact page gives the same street address without the suite. In March 2026 Wildgrain opened its first shop, the Wildgrain Bakehouse at 29R Properzi Way, Somerville, MA 02143. It is a café that sells freshly baked bread and pastries and frozen bake-at-home products with no membership needed, and members get in-store offers. For a subscription box, use the customer service contacts on this page.

EDITORIAL

Frequently Asked Questions

How do I cancel Wildgrain?

Sign in to your Member Account at app.wildgrain.com, open your membership and choose to cancel it; the links in your order confirmation emails also lead to your subscription. Wildgrain offers a pause first, so continue past that offer, pick a reason and confirm, then save a screenshot of the confirmation. Wildgrain calls the account route the fastest. Member Support can also cancel for you by email at [email protected]; keep the sent message and check that the account shows the membership as canceled before the next billing date. A cancellation stops future boxes that have not been charged yet. If you cancel after a box has been billed but before it is delivered, the refund policy says the cancellation is processed for the next scheduled billing date, and it does not promise to stop or refund the billed box. For that box, email [email protected] right away and ask Member Support to look into it.

How do I skip or pause a Wildgrain box?

Use your Member Account at app.wildgrain.com: you can skip or pause a box, reschedule a delivery or change how often boxes arrive. Wildgrain sends a reminder by email and text 4 days before each order. Make the change as soon as the reminder arrives, before that order is billed; for a box that has already been charged, email [email protected] right away.

Can I get a refund from Wildgrain?

Returns are not accepted because the food is perishable, but the refund policy covers damaged items (where the carrier did not cause the damage), items left warm or damaged by a late delivery or improper carrier handling, and missing items. Email [email protected], also if items are wrong; for general dissatisfaction, contact the company within seven days of receiving the box. Wildgrain may offer a replacement, a credit toward your next box, or a partial or full refund. The 100% satisfaction guarantee applies only to a first order.

What if my Wildgrain box arrives thawed or damaged?

Take photos and email [email protected] with your order details. The refund policy covers damaged items and items left warm or damaged by a late delivery or improper carrier handling; Wildgrain may offer a replacement, a credit or a partial or full refund. It does not cover a box that thawed because it was not brought in on the delivery date. Use the same email address if items are missing or wrong.

What if my Wildgrain delivery is late?

If a box has not arrived, email [email protected] with your order details. If a late delivery or improper carrier handling leaves items warm or damaged, the refund policy covers it; report it to the same address with photos. A late delivery caused by a wrong address is not covered. Trustpilot's AI-generated summary of recent reviews mentions shipping delays.

What is Wildgrain's customer service phone number and email address?

The customer service phone number is (617) 702-2749, Monday to Friday, 10 AM to 6 PM Eastern. The email address is [email protected]. The mailing address is 48 Grove St, Somerville, MA 02144.

Can I change my Wildgrain delivery address?

Update the shipping address in your account before the charge date for that box. A box sent to a wrong address is not covered by the refund policy and can be reshipped for 50% of the cost of the replacement shipment. Wildgrain delivers only within the contiguous United States.

Who owns Wildgrain and who is the CEO?

The Terms of Use say the site is operated by Goodgrain Inc. BBB lists the business as Wildgrain in Somerville, MA, with the alternate name Goodgrain, Inc., and names Ismail Salhi as CEO/Owner. Johanna Hartzheim and Ismail Salhi are the co-founders.

Do the Wildgrain terms include arbitration?

The Terms of Use say disputes go to binding individual arbitration and include a class action waiver, with exceptions for certain disputes described in Section 18. The Terms page on wildgrain.com ends in Section 13 and does not include Section 18, so ask [email protected] for the full text if you need the details.

Is Wildgrain a scam?

Wildgrain is the frozen bread, pasta and pastry subscription run by Goodgrain Inc. in Somerville, Massachusetts, co-founded in 2020 by Johanna Hartzheim and Ismail Salhi. BBB shows an A+ rating, accreditation since February 2024 and 29 complaints in the last 3 years; Trustpilot shows 4.8 out of 5 from 1,502 reviews. Some customers use the word scam: a BBB complaint about a lost order with no tracking, which BBB marks as resolved, and several one-star Trustpilot reviews about orders paid for but not received or confirmed and about unanswered emails. Wildgrain replied to those Trustpilot reviews with an apology and asked for order details so it could look into them. Other complaints describe charges after trying to cancel, thawed or missing items and slow replies. These are customers' own accounts.

Is Wildgrain legit?

Goodgrain Inc. operates Wildgrain from 48 Grove St in Somerville, MA, and BBB lists Ismail Salhi as CEO/Owner and a business start date of January 2020. Wildgrain is a membership: boxes repeat on the delivery frequency you choose and are charged until you skip, pause or cancel. BBB customer reviews average 4.91 out of 5 from 447 reviews, and 89% of Trustpilot reviews are five-star and 5% one-star. Customers praise the taste and quality of the food; their complaints center on delivery delays, thawed or damaged items, canceling and reaching support.

Where is Wildgrain's corporate office?

The corporate office is at 48 Grove St, Somerville, MA 02144; BBB adds Suite 303. The Wildgrain Bakehouse at 29R Properzi Way, Somerville, MA 02143 is a shop and café that sells freshly baked items and frozen bake-at-home products with no membership needed.