Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I haven't been Making payments on a *********** * for my kids. I had gotten laid off and couldn't afford the last payment so Chrisco Add contacted me. Stating that I could have other items that added up To the amount I had paid in. So I called him with item numbers and they had. Will the first person who had answered? Told me that the I don't remember that giver didn't exist. And she would look into and call me back the next day. Needless to say, she didn't call me back. I called again the next day. Talked to somebody new and she said she would put it through. After I give the item numbers told me that she could not that Manager had to do it. She reassured me Someone would call me back the next day for sure. Needless to say I still didn't get a call back. I called again the next day and also spoke to miegan who Promised she would call me back the next morning. If not maybe the following night And she also did not call me back. This is 3 people now have spoke to that. Have not put my order through and that i've given the item numbers. Then today I get a Email from Natalie saying that my orders put through and the only have 2 of my items on there. And now say that I need to have a refund of 2 something. Which if they actually put all my items on I would not have A Refund, and now I'm not getting my items for Christmas. I'm getting him for the summer. Bye far, the worst experience of my life and the worst customer service i've ever seen.

  Business Response

  Date: 22/01/2025

  Thank you for bringing this matter to our attention. We value our customers and strive to provide a positive experience for all.
  The customer in question placed a layaway order on February 2nd, 2024, utilizing a non-refundable credit of $395.77. As per our policy, once an order is placed, our No Refund policy applies after 15 days. Unfortunately, the customer was unable to complete the final payment in time for the Christmas season, which would have allowed the item to be shipped before the holiday.
  In response to the customer’s situation, our Layaway expert, Natalie, made several attempts to reach the customer via both email and telephone. We actively worked to identify alternative items of equal or greater value, within the amount the customer had already paid. Throughout the process, we ensured the customer’s requests were carefully considered and that we communicated availability for any alternative items they showed interest in.
  We would like to reiterate that while we stand by our No Refund policy, we are fully committed to working with the customer to ensure they receive value for the amount they have already paid. We are happy to facilitate a resolution by allowing them to select another item, and once an agreement is made, we can promptly arrange for shipment.
  We hope this clarifies our efforts to address the situation and demonstrate our commitment to customer satisfaction, while adhering to our established policies. We are happy to continue assisting the customer in finding a satisfactory resolution.
  

• Initial Complaint

  Date:11/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying into Chrisco Canada for over a year now. And they continue to take money and said it’s for 2025. However, they are unable to deliver 2024 boxes which In my case is almost $2000. I have email communication asking for a delivery date since November and have gotten a number of excuses. Oh we’re in the middle of a name change. We’re working on it. Oh we can delivery due to mail strike. The best one yet has been call the care team. I call them and they said we’re looking into it as it should have been delivered and we will call you back. It’s been over a week and no call back, no emails. I have had to miss work multiple days now because an agent says “it’s coming today” and never shows up. I’ve asked for tracking numbers and got told “we don’t have them till they are shipped out” I have asked multiple times for a refund as I paid into it to make things easier for December but it’s made things harder. Chrisco denies refunding ALL the money they have taken out of my account. My account information doesn’t even show on the website anymore as well as my order due to changing names. I have all the emails containing my order and how much has been taken out of my account.

  Business Response

  Date: 23/12/2024

  We are writing in response to the complaint filed by Ms. ****** regarding the delay in her Christmas 2024 order. We would like to provide context and clarify the circumstances surrounding this delay.
  The original delivery date for Ms. ******’s order was scheduled for December 2nd, but due to the ongoing ****** **** strike, which significantly impacted courier volumes across the country, there was an unavoidable delay. As a result, we were required to switch to an alternative carrier. Unfortunately, the higher volumes continued to cause delays even after the switch, and we were unable to provide a clear update to Ms. ****** at the time of her inquiry.
  Once a new delivery date was established, we promptly informed Ms. ******. We are pleased to confirm that her order was successfully delivered on December 17th, 2024, at 4:36 pm.
  On the same day, our Customer Service Supervisor personally reached out to Ms. ****** to apologize for the confusion and any inconvenience caused by the delays. As a gesture of goodwill, a $50 credit was offered for her next order. Ms. ****** was also informed that her order was out for delivery at that time.
  We sincerely apologize for the frustration and inconvenience this situation caused, and we appreciate Ms. ******’s understanding. Please let us know if any further information is needed
  

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told delivery was on December 3rd. Waited around all day. They said between 7am and 9pm. Spent 14 hours waiting and nothing showed up. I called them the next morning. Was told nothing was shipped out and I was suppose to get an email. The supervisor went and looked and saw I never received the email. I told them that they would have consequences for this. I work full time and had to.wnsure someone was home. They had to 4pm December 4th to come up with a solution. When they want there money for a product I'm told pay right away. Yet they are allowed to do whatever they feel. I do NOT WANT A STORE CREDIT. THIS HAS BEEN A NIGHTMARE TO GET ANY INFO. HAD TO ALSO CHASE ABOUT A DELIVERY DATE. TOOK WEEKS TO GET IT. THEY SWITCHED FROM CHRISCO TO BUNDLBOX. SOME HOW WITH THE SWITCH ITS CUSTOMERS WHO SUPPOSE TO BE PATIENT. MY.NEXT DELIVERY DATE IS DECEMBER 12. I WANT SOME SORT OF CREDIT BUT NOT FOR CHRISCO OR ILL ESCALTE FURTHER.

  Business Response

  Date: 14/02/2025

  The original delivery date for this order was scheduled for December 3rd. However, please be advised that our business was significantly impacted by the ****** **** strike, which led to a backlog and increased volumes across several of our carrier partners. This resulted in unforeseen delays with shipments.
  On December 4th, we promptly notified the customer via email that the delivery date would need to be rescheduled to December 12th. To ensure the integrity of our frozen goods, we must adhere to the carriers' availability to guarantee a successful delivery.
  We are pleased to confirm that the order was successfully delivered by Purolator on December 12th at 1:37 p.m. This delivery occurred within the 30-day window outlined in our Terms and Conditions.
  We sincerely apologize for any inconvenience caused by the delay. We understand how frustrating it can be to wait for a delivery, and we are grateful that the order was ultimately received in good condition.
  The customer subsequently reached out to our customer service team, expressing dissatisfaction and demanding to speak with a manager. The customer was transferred to our Customer Service Supervisor, where they insisted on a refund and additional compensation due to the perceived inconvenience of waiting for the delivery. While we fully empathize with the customer's frustration, we were confident that the order would be delivered, albeit on a revised date.
  

• Initial Complaint

  Date:05/01/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2023 was the second year I ordered Chrsico Hampers. Up until their mistake in December, their responses had been timely. However, on December 12th, I received the wrong box of frozen food from the hamper I ordered. After speaking with customer service, they advised that the box I received cost more money and asked if I wanted to keep that one instead. I did not, I wanted what I ordered. They asked me to keep the mistake box frozen and they would come for it the next day and either send me a replacement or issue a refund in the event they could not fulfill the order. No one came for the mistake box. I then got 2 more phone calls advising that the box was more expensive than the one I ordered and asking if I wanted to keep that instead, to which I declined. On the third call on December 19th, I stated I wanted a refund. I was then offered a box containing only 2 turkeys in place of the $160 refund. I declined and the agent stated that I should see the refund by the end of the week. It was not received. I sent an email to Chrisco on December 27th re: the refund and "Penny" advised that due to the holidays, it was delayed but would be processed by end of that week. It was not. I sent another email on the evening of January 1st regarding the refund and also advising that due to the poor customer service, I wanted to cancel my 2024 order and I want a full refund for what I have paid after October 20th (approx. $386). As of January 3rd, there has been no response. I would like the refund for the original missing box ($160), as well as, a refund of all monies paid to Chrisco for the 2024 year.

  Business Response

  Date: 17/01/2024

  ******* **** - Chrisco Customer Number ****** joined Jan 13, 2022.  Delivery for Christmas 2023 catalogue, customer had ordered the Merry Little Christmas hamper code 130, Turkey Lovers hamper code 546, as well Gift Cards that were shipped separately.  Unfortunately, the frozen portion of the Merry Little Christmas hamper, box number 530 was labelled incorrectly on the wrong box.  Our team contacted the customer to see if she wished to keep the box shipped in error as the total value of this box was higher than what she originally ordered.  The customer did not wish to keep this box and we were not able to arrange a pickup with our carrier partner, therefore was able to keep the box.  A refund for the value of the box $160 was processed January 9th, 2024.  Along with a refund for the amount paid to date towards the Christmas 2024 order.  Total refund amount was $614.10.  Customer should have received the full amount back into her bank account for which we draw payments from.  We are very sorry that this error happened during the packaging process and do our very best to correct any situations such as this that may occur from time to time.  

  Customer Answer

  Date: 17/01/2024

  
  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

  Date:17/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of Christco for Many years and have always been satisfied until this years order that I received on December 13th, 2022. I had a bottle of Maple syrup explode in one of the boxes so that provided a big mess and damaged some of the items. I called and was informed to take pictures and send by email. I finished going through the boxes and I found that I was missing 28 items so I call back a 2nd time and was told to list them in an email. I sent the email on December 13th. On December 20th I received an email stating that my email for the missing and damaged items was processed. On December 30th I replied to the email ask for an update. On January 4th I received an email stating that I would receive $107.16 credited to my next order. I called and informed that I would like to have it credited to my bank account. Was informed this would happen. I also asked why I was only getting $107.16 back and was told it is the amount that they calculated. asked for a list of the items and how much was being credited per item. They do not have this information. I also asked for this to be escalated on January 4th and was told that I would get a call back that day. I send email on January 13th asking if anyone was going to get back to me. On January 16th I finally got a call back. My money had not been credited to my bank as request. so that has been fixed. Here is the math that I have which does not may any sense. $107.16 / 28 = $3.83 per Item, Items Ordered is 155. So Take $3.83 x 155 = $593.65, Total Cost for order = $856.00. Angela informed me that I was being credited at Retail Value. That is not true at all since most of the items cost more then $3.83 each.

  Business Response

  Date: 03/02/2023

  Please see attached to go along with response below:  
  
  Customer joined with Chrisco Canada since 2004 and we appreciate and most definitely value all of our returning customers.  The original call was received by our team on December 13th, 2022, once the delivery was made.  Notes were made of the damaged items in our system and regular process was followed.  Our Manager of Logistics/Delivery reviews all customer concerns and claims to be approved.  Once the email was received noting all missing items, the same process was followed and both claims had been approved.  The total refund value is based on MSRP of all items.  Unfortunately, a breakdown is not available to our Customer Service agents which is why it was stated they could not provide, however should have inquired further as we do maintain all of this information.  We have included the breakdown for reference and will find that there are 2 additional items outside of the initial claim of missing items.  The total matches the amount that was refunded to the customers bank account.  As an appreciation for our customer, we have also applied a VIP credit to customer account towards a future order.  We hope that the resolution helps the customer to continue to trust the Chrisco brand and what we deliver. 

  Customer Answer

  Date: 04/02/2023

  
  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.

  I would like to know the amount of the VIP credit? And it is sad that I had to go this route to be able to get the break down due to the employees not doing their job. 

  
  Sincerely,
  
  ******* *******