ComplaintsforThe Gift Group

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My complaint is in regard to my online order # ******** for a gift basket placed with Yorkville’s March 29 , 2024. The basket was called *** *** Smoke Sauce & Seasoning gift and was to contain 5 bottles of ********* BBQ sauces, 2 BBQ rubs, 6 bottles of original ****** beer, and 2 BBQ mascot dolls. The cost was $143.99 + HST. - $151.19. The 2-day delivery turned into 3 business days. All of the items ordered were substituted for other products. The recipient received olive oil, balsamic vinegar, a seafood seasoning, a seafood sauce, a pork rub, a mustard sauce and 6 ****** Extra beer. The recipient has an aversion to both seafood and olives, which immediately rendered 4 of the substituted gifts useless. On contact with the company, I was told their policy is that upon placement of an order, the customer has accepted their terms and conditions which are buried in their website and certainly not listed anywhere during the order process. Customer service wouldn’t speak to me on the phone; I had to email my concerns. I received back an email with the online policy copied, stating no refunds, no exchanges, and that substitutions without prior notification would be processed if items weren’t available. Subsequent correspondence just restated their policy and I was unable to speak to a customer service representative by phone. They wouldn’t consider returns, exchanges, or refunds. I find this unacceptable *** **** ** ** * **** *** ****** ****. ************* ** *** ***** **** ********** * ***** **** ***** ******** ******* ****** ***** *** ********* ********* *** ************* ** **** **** ******** **********. If nothing else, the company should make their policy clear during the ordering process to give the consumer a chance to reconsider ordering if there’s a chance the items will be substituted for something unknown. Better yet, a phone call if Yorkville’s has to substitute. ****** ** *** ***** ************* ***** ******** *** ******* ** ***** ******** *** *********

  Business response

  17/04/2024

  Dear BBB,
  
  Thank you for bringing this customer's complaint to our attention regarding their online order. We understand their frustration and would like to address their concerns.
  
  At Yorkville's, we strive to provide our customers with the best possible service and products. It is stated on our website, as it is with many other companies, that our refund policies are available for review prior to making a purchase. We encourage our customers to familiarize themselves with these policies before placing an order.
  
  In this particular case, the adjustments made to the customer's order were in line with our policies as stated on our website. We understand that the customer indicated an aversion to seafood and olives, however, there was no mention of any allergies or dietary restrictions in their order details. Therefore, our substitutions were made based on availability and to provide similar products in value.  We are including a URL to the entirety of our refund policies below:

  https:************************************

   

  Customer response

  19/04/2024

  I am rejecting this response because:
  
  Not indicating allergies to products doesn’t deem them desirable or acceptable as substitutes. For example, an order for chicken fingers at a restaurant by a person with an aversion to calamari wouldn’t be accepted without complaint to a server delivering a substitution of calamari and demanding payment for the calamari.
  
  By accepting prepayment, I feel Yorkville’s has an obligation to advise the customer of planned substitution in order to let the customer choose an acceptable substitution or a credit to their account. 
  
  I desire a credit for the unwanted items that were sent.
  

  Business response

  02/05/2024

  Dear BBB,
  
  Thank you for your inquiry regarding the customer feedback received about the order ********. We appreciate the opportunity to address the comparison the customer made about the allusion between a live food preparation restaurant and our online store. but it is important to note that a restaurant operating live on a per-order basis functions differently from an online store like ours. The dynamics, processes, and customer interactions in these two types of businesses are inherently distinct.
  
  However, we understand the customer's perspective that if a restaurant includes policies or clauses allowing for substitutions based on stock availability, it could align more closely with the scenario at hand. In this context, the customer's comparison could potentially hold more relevance if such policies were in place.
  

  For this reason, we are denying the customer's request for credit.
  
  Thank you for bringing this matter to our attention, and we are committed to continuous improvement in our customer service practices.

  Customer response

  10/05/2024

  
  I am rejecting this response. This business’s online platform is created to make it extremely difficult for customers to address shortcomings with the order fulfilment to boost their profits. The order page should be where the company’s policy for substitutions should be listed as a precaution to customers. 
  I accept that this company won’t live up to exchanging unwanted products for me but hope BBB will note the complaint ** *** ******** **** ** ***** ** *** ******* **********

• Initial Complaint

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered the Warm wishes basket as a gift. I upgraded the wine, added 50$ for additional gourmet items and paid for addition of a specific cheese listed on their site. Under gourmet item choices, I chose antipasto, bread dippers, fruit and nuts. None of these items were delivered. The basket sent included cookies and gummie bears, high sugar items that I specially avoided for this recipient. A common grocery store Camembert cheese was substituted for the cheese I ordered which was *'***********'s Irish Cheddar With Porter. To lodge a complaint I was required to have the gift recipient take pictures of all items since the store said they could not provide a list of items included. In the end they offered to refund 30% of the cost of the gourmet items ( which would be a refund of 15$) and the difference in cheese cost. I did not accept as I feel this is an inadequate response to failure to deliver the item as ordered. I understand substitutions will be made but cookies and candy were not a suitable substitution for antipasto, fruit and nuts. I feel a customer should be able to trust the company to make substitutions of equal value… which obviously didn’t happen with the cheese, hence their offer to refund the difference. I’m very disappointed in the product this company delivered and their response to this poor customer service.

  Business response

  10/04/2024

  We are writing in response to the complaint filed by for case number **********. We appreciate the opportunity to address their concerns and provide clarification regarding the circumstances surrounding their order.
  
  In regards to the complaint, they expressed dissatisfaction with the substitutions and omissions in the gift basket they purchased from our company. While we understand their disappointment, we would like to reiterate that these substitutions and omissions were made within our rights as specified in the terms and conditions agreed upon at the time of purchase.
  
  Nevertheless, we acknowledge the impact this had on the customer's experience and understand their expectation of receiving items of equal value as substitutions. To address their concerns and demonstrate our commitment to customer satisfaction, we offered fair compensation by refunding 30% of the value of one of the affected items, as well as the difference between the cheeses purchased and the cheese received.
  
  However, it is important to note that the customer declined this offer and requested a refund that exceeds the eligible options according to our terms and conditions. We regret that we have been unable to issue the requested refund, but we would like to emphasize that our initial offer was in line with the limits outlined in our policies.
  
  We apologize for any inconvenience or frustration experienced by the customer, as it was never our intention to deliver a product that did not meet their expectations.

  Customer response

  10/04/2024

  I am rejecting this response because: the offer of compensation amounted to approximately $20.00 on the 200 dollar order.  This does not represent an attempt to address the disappointment that the intended gift that I paid for was not provided and inconvenience including the requirement for me to request that the recipient of the gift photograph each item received.  The company did not deliver the product paid for and therefore did not honor their contract with me as the customer.  I requested.  
  
  

  Business response

  24/04/2024

  The amount that was refunded to the customer for ********** is the accurate amount that the customer was eligible for at the time the complaint was made.

  Customer response

  29/04/2024

  I am rejecting this response because:
  No amount was refunded.  The offer was 30% of the cost of the candy they substituted for the gourmet items ordered, plus the cost of the selected cheese that the company simply did not include.  The offer was refused because it is totally inadequate as compensation for their failure to deliver on the contract they had with me as the consumer to deliver a product in keeping with the order.  I understand substitutes of items may be necessary but in this case it was a blatant attempt to provide a product that represents much less value than what I paid for.
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the company website - Toronto Blooms - I ordered a Tropical Orchid Arrangement 8 days in advance of needing the gift delivered. When the package was delivered, I received a product that is completely different than that of what I ordered. I ordered a tropical flower arrangement in a ceramic bowl. I received 4 potted plants in a wicker basket. I immediately contacted customer service, where I was directed to email them a picture of what was received. The Customer Service Rep then informed me, they have the right to change the order completely and that refunds / returns are not possible. I asked for a refund, or a replacement to match what I ordered, they responded again saying it is within their rights, not to provide the product I ordered. I then contacted my credit card company looking for assistance, informed the vendor of such and have now been told that they will cease communications with me.

  Business response

  05/04/2024

  Thank you for bringing this customer's complaint to our attention regarding *********.
  
  We fully understand the customer's disappointment regarding the substitution of their Tropical Orchid Arrangement. We would like to clarify that as per our substitution policy, which is clearly stated on our website and disclosed in our refund policies, we reserve the right to make changes to a customer's order based on the availability of certain flowers or arrangements.
  
  In this particular case, the customer had ordered a Tropical Orchid Arrangement, which was not available at the time of delivery. Our team made an effort to provide a variation of the original request by substituting it with four potted plants in a wicker basket. While we understand that the customer may have preferred the original arrangement in a ceramic bowl, we believe that our adjustment was still reasonable and aligned with the theme and intent of the initial order.
  
  We apologize for any inconvenience caused and understand the customer's desire for a refund or a replacement that matches the original order. However, based on our policy, refunds and returns are not possible in this situation. We strive to be transparent about our policies to ensure a smooth shopping experience for all customers.
  
  It is regrettable that the customer felt the need to involve their credit card company and escalate the matter. We always encourage open dialogue, but once a credit card company is involved, we are required to communicate solely through the appropriate channels. Therefore, we have ceased direct communication with the customer as per their credit card company's request.
  
  We appreciate the opportunity to address this complaint and clarify our position. We remain committed to providing quality products and services to our valued customers.

  Customer response

  05/04/2024

  I am rejecting this response because: I ordered and paid for an item - which in no way matches what I was ************ lead to believe - would receive. Your website and it's listing described on your website  I was going to receive an arrangement. You shipped and delivered individually potted plants (not an arrangement) in a wicker basket (rather than a ceramic pot). 

  The very nature of your business and operating practices is reflected ** **** ****** ** *** *** ********  

  You are more than welcome to take what you delivered back and refund my payment.

  Business response

  16/04/2024

  We are in receipt of the complaint filed against our company by **** ****. We appreciate the opportunity to address the concerns raised and provide additional information regarding the situation.
  
  Upon reviewing Mr. ****'s complaint, we would like to reiterate that our company's policies, including the possibility of order substitutions, are clearly outlined and available on our website prior to customers placing an order. It is our priority to ensure that customers are fully informed about potential variations in the products they receive. We regret any disappointment that Mr. **** experienced but would like to emphasize that we fulfilled the order in accordance with our policies and the information provided.
  
  As per our company policies, once an order has been fulfilled and delivered, refunds are not eligible. This policy is in place to maintain consistency and manage customer expectations effectively.  We have ********* a copy of the policies from our website, for everyone's convenience.
  
  We are committed to addressing customer concerns and would be more than willing to discuss this matter further with Mr. ****. However, based on our policies and the fulfillment of the order, we are unable to accommodate the request for a refund.

  Customer response

  26/04/2024

  
  I am rejecting this response because:
  Customers have an expectation to receive what they paid for - your policies and as clearly shown ** **** **** *** *****g are in direct contradiction to that expectation. Had you called, I would have cancelled (as what you delivered was so clearly not what I paid for.)

  Based on the simple fact your businesses are hidden on majority of platforms - i am not alone in the issues i experienced. I can only hope with enough complaints - the credit card companies will view you as a high risk business and force you to treat your customers with respect.

  
  

• Initial Complaint

  23/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 21 2024 I ordered a perishable food item to be delivered with 2 day shipping. I placed the order before the 2pm PST deadline for the 2 day shipping. The item was mailed out on March 21 2024. The company they use to deliver only operates Mondays through Friday. They do not operate at all on the weekends. This was not made clear on the site or at all during the checkout process. Since I placed the order on a Thursday, per the company they use to deliver it never would have been possible to deliver in 2 days since they don't operate on Saturdays. So my perishable food item is being delivered 5 days after shipping on a Monday. When I reached out to customer service to ask for an explanation, they claimed they mailed it with the "intention" of 2 day shipping but delays happen. But its not a delay. They don't deliver on weekends. It was never possible to deliver in the advertised time frame. I would never have ordered a perishable food item had they said it isn't possible to deliver within 2 days. They won't offer a refund since they are claiming it's simply a delay. But a delay would imply it was possible for my item to have been delivered on a Saturday. Per the shipping company's own website they do not operate on weekends. That's not a delay.

  Business response

  27/03/2024

  Thank you for bringing this matter to our attention regarding *********. We carefully reviewed the customer's complaint and would like to address their concerns.
  
  Firstly, our website clearly states that the selected shipping method would deliver the product within two business days. Business days, by definition, exclude weekends. The customer placed the order on Thursday, March 21st, and the package was shipped on the same day. Therefore, two business days from that date would be Monday, March 25th.
  
  We understand that the customer was expecting their item to be delivered on a Saturday, but the delivery company we use only operates from Mondays through Fridays. While we apologize for any confusion caused, this information is readily available on the delivery company's website.
  
  We assure you that the item was delivered on time in accordance with the selected shipping method. While we are sorry if this situation has caused any inconvenience to the customer, we cannot offer a refund as the item was delivered in the advertised timeframe.

  Customer response

  27/03/2024

  I am rejecting this response because: how would the customer know what shipping services the company is using to ship the item? 

  Your response says the days of operation for the shipping company are stated on the SHIPPING companies website. Why would your customer have to ****** and research all potential shipping company's you may work with before placing an order? ****** *******

  Your customer service has been terrible from start to finish. 

  you expect your customers to know who you ship with and also know their working days. Just don't offer two day shipping if you can't deliver in that time frame. 

  Also don't mail out moldy products. 

  
  

  Business response

  10/04/2024

  We appreciate the opportunity to address the recent customer complaint and to provide clarification on the matters raised.
  
  It has come to our attention that there may have been a misunderstanding regarding our communication with the customer. We want to emphasize that at no point did we expect or imply that customers should have prior knowledge of the specific shipping company we use before placing an order. Our intent was to explain that the shipping method chosen by the customer at the time of placing the order clearly outlined estimated business days for delivery, which generally do not include weekends. We believe this is common industry knowledge.
  
  The customer has already been refunded for the affected products.

• Initial Complaint

  24/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Feb.12th, 2024 I purchased online, a Valentine’s Bouquet of red and white roses to be delivered to ** ********* **** ***** on Feb. 14th (Valentine’s Day). I did not choose next day delivery, as I don’t want it to arrive on the 13th. I specified Feb. 14th delivery date. I received a receipt for the purchase that clearly stated the delivery date would be Feb. 14th. In order to be certain of this, I emailed there customer service department after I placed the order and got the receipt. I was inquiring about the exact delivery date. I received a response quite quickly from a Customer Service Representative named Stella, who confirmed that the delivery date for the order would be Feb. 14th. I was happy and excited. However, it turns out that the delivery was made on the afternoon of Feb. 13th!! What?!?! It was a day early! A Valentine’s Bouquet that cost me $110 arrived on the wrong day, after ensuring me that the delivery date would be Feb. 14th. The flowers were pretty….but I was upset that they arrived too early. I immediately emailed customer service stating that I felt very mid-led by their company. They responded that they were sorry but Valentines is such a busy time, sometimes things are delivered early. I did t like that response at all. Numerous emails followed….i emailed them, they would respond (3 different people I received messages from during the process). I asked for a partial refund of my money, offering that I would receive $40 back and be satisfied. They repeatedly said “no” to my request. * **** **** * *** ******** *** **** ** ** **** ******** * **** ****** *** ** *** ************** * **** **** *** ******** **** *** ******* ********* **** *********

  Business response

  28/02/2024

  The customer has been contacting with our customer service department relentlessly for the past two weeks regarding the delivery of their Valentine's Bouquet. We have already informed them that they are not entitled to a refund because the order was delivered on time, as per our records.
  
  Upon reviewing the customer's order details, we can confirm that they specified a delivery date of February 14th when placing the order on February 12th. However, due to the high volume of orders during the Valentine's Day period, there are instances where deliveries may be made a day earlier than the specified date. This is to ensure that all orders are delivered in a timely manner and to avoid any potential delays, especially for customers such as these who place their orders at the last minute.
  
  In this case, the customer's bouquet was delivered on the afternoon of February 13th, one day earlier than their preferred delivery date. While we understand their disappointment, it is important to note that the customer confirmed that the flowers arrived in good condition. Therefore, any refund request at this point can be seen as an attempt to seek a refund for a reason unrelated to the quality of the product or service provided, which could be considered extortionary.
  
  We have been in constant communication with the customer, with multiple team members responding to their emails and addressing their concerns. The customer requested a partial refund of $40, which we declined.

  Customer response

  29/02/2024

  I am rejecting this response because:at no point was I ever warned that the delivery could happen earlier than my selected and guaranteed date. They have failed to show me any proof of where I would see that warning prior to placing my order online. I have asked them to show me where I would have seen this, and they have not been able to. They are telling me something after the fact that is their “policy”, but it is ********** on their part to not make buyers aware of this ahead of time.
  
  

  Business response

  11/03/2024

  The customer strongly believes they deserve a refund for a situation that does not justify one. The product they received is in perfect condition, despite being delivered a day early for their convenience, as explained. Demanding a refund for receiving a product early is unreasonable. It concerns us to consider how the customer might respond to a situation that truly warrants a refund, which this situation does not fall into the category of.

• Initial Complaint

  14/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a gift basket from Hazelton's *** * ****** after searching for companies that delivered fresh baked goods in Canada. I found Hazelton's which had great reviews and advertised one day service and ordered a banana bread and baked goods totaling 126 CAD. 9 days later, the order still was not delivered and though I reached out to customer service explaining the baking would be rotten by now and asking for a refund or resend, they said I had to wait till it got delivered and send them a picture. The basket never even arrived. * ******* ***** * **** **** **** ***** ****** ******* *** ***** ******** ** *********** **** ******** ** ********* * ***** ****** ** *** *** ** ****** ******* ******* *********** *** **** ********  I'd like a refund *** **** **** **** ******** ***** ** ** **** *********** *****

  Business response

  20/02/2024

  Thank you for reaching out regarding the customer's complaint for *********. We would like to address the issue raised: https://*******************************************************************
  
  Based on the tracking information provided, it appears that the customer's order is currently in transit with ******, our chosen courier service. However, there seems to be an unresolved issue with the address provided by the customer, which is preventing ****** from delivering the order as of today. We have advised the customer to contact ****** directly to rectify the address issue. You can track the package's progress using the following link: Tracking Link
  
  The customer has expressed concern about the potential impact on the quality of the items due to the extended transit time. We have assured the customer that once the products are delivered, they can contact our customer service department to report any damage or issues. Our team will thoroughly investigate the condition of the items and provide appropriate compensation if necessary. However, the customer has indicated that they are not interested in pursuing this option at this time.

  Customer response

  20/02/2024

  I am rejecting this response because the delivery of baked goods was dispatched February 3rd and on February 17th - a full two weeks later- I received notification for the first time that the address (which I double checked and it exists everywhere on the web as the ********** ** ************) doe not exist. This is not true, but even if it does, this company promises next day delivery and it is baked goods that would not be edible after two weeks (even 1 week!) on a delivery truck.  Up to this point the excuse had been that the delivery was “mis sorted.”  

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

  I would like my money refunded in full. The recipient of the gift is now **** in BC *** ******* ***** and would not want to come home to three week old moldy banana bread.
  
  

  Business response

  28/02/2024

  Regarding *********:
  
  Firstly, the shipping method that the customer chose when they placed their order online does not state next-day delivery; the shipping method chosen requires at least three business days' transit, but like any company, our ability to deliver the product correctly and on time relies on the customer providing us with the correct address, which unfortunately did not happen in this case. The customer provided the address **** ***** ******* **** **** ******** ******* **** ******* ************, when the correct address should apparently be **** ***** ** *********. It is important to note that Regina and Saskatoon are completely different cities, which likely caused the order to be missorted in the first place. Furthermore, the city and postal code provided by the customer at the time of order do not match.
  
  As a result of the incorrect address provided, the customer is not eligible for a refund according to our policies.
  
  Currently, the order is being held for pick up at one of the courier's facilities. The recipient will have a few days to retrieve the order. Failure to do so may result in the order being returned to sender or discarded at the courier's discretion.
  

  Customer response

  08/03/2024

  I am rejecting this response because: Even if the address was indeed incorrect, there was no attempted delivery for a full two weeks after the order was initiated.  At which point, the banana bread would be rotting.

  Further, you do not allow public reviews of your service because there have been too many people in the same situation - baskets do not arrive, food arrives rotten or not at all, and then the customer does not get a refund.  This is unacceptable *** * ***** *** ******** ** *******

  I understand that a refund will not be happening ******* **** ******** ** ******* * ***** *** * **** ** ********** ** ****** ******** *** ******** ********* ** **** ***** ********* *** found your company in hope of providing a nice gift for a loved one.

  Since you have still not delivered the basket to the **********, feel free to send the now very rotten basket to my home address, *** * **** ********** ** ** **** ** *** *********** **** ********

   

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******* ********** ** ** ******** ** *** *** ******* ***** specific food regulations ****** ** *** **** ****** ************* **** This company does not ship fruits or other perishable consumable products in temperature regulated container's (i.e. cold packs or dry ice) to ensure freshness and safe consumption, **** ******** ***** * *** **** ******* ******** *** **** ***** ****** ** ******* ********* ** **** ** ******** ******* ** ***** ******** ** *** ********* *** ****** ****** *** ************ *** *** ****** ****** *** ******* ****** ** *** *****

  Business response

  20/02/2024

  Thank you for bringing the complaint regarding case number ********* to our attention. We understand the customer's concerns, and we are here to provide further clarification.
  
  In this particular case, the customer opted to ship perishable items using a shipping method that we do not recommend for such items. Per our website's perishable items policy, when customers choose this specific shipping method, they assume the risk that the items may arrive in poor condition, and they are not entitled to a refund under these circumstances. We have attached a copy of the customer's conversation with our customer service team via email, as well as our perishable items policy from our website for your reference.
  
  However, we want to emphasize that we always strive to provide the best customer experience possible. Upon speaking with our customer service team, the customer agreed to a one-time gesture of a 50% refund as a goodwill gesture. We are pleased to inform you that this refund was issued to the customer on February 8th.

  Customer response

  20/02/2024

  I am rejecting this response because:

  Regardless of the time frame the consumer chooses, **** ******* ** ** ****** ********* ** *** ****** ****** **** ****** ************* *** ******* All perishable foods, such as fruits and vegetables, **** ************ ************ are to be shipped in a temperature regulated environment. **** ** *** ** *** **** **** ******* ****************** ******* ****** *** ***** **** ** ******** **** ** ******** *** ************ *** ** **** ****** ** ** *********** ** ***** ******* ** ******* ******* ******** **** ******** The Gift Shop ***** *** **** ** ** ******** ** *** ***** ** **** did not ship using gel packs or dry ice **** *** *** ******** *** ***** **** ******* ****** ***

  They subvert responsibility by blaming the consumer for choosing a shipping method, that is moot, when they don't ship with temperature regulating devices that *** ******** ** *** *** would prevent decay of perishable items.

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

  So, to the point, the time frame by which I or any other consumer may choose is irrelevant when they do not ship fruits and other perishables in a temperature regulated environment. The shipping time is completed irrelevant. They don't seem to get that point in fact.

  The Gift Shop/ Hazeltons is 100% at fault for horrible service, and ******** actions taken.

  
  

  Business response

  28/02/2024

  Regarding *********:
  
  As we have previously mentioned, our websites clearly inform customers before they complete their orders that we do not recommend shipping perishable items using certain shipping methods. This information is provided to ensure that customers are aware of the risks involved. In the case mentioned by the customer, if they chose to ignore these warnings and proceeded with the shipment, resulting in receiving inedible products, we cannot be held responsible.
  
  To provide an analogy, imagine a customer purchasing a garment from a clothing store. Along with the garment, the customer receives care instructions specifying how to properly clean and maintain the item. If the customer chooses to disregard these care instructions and the garment doesn't last as expected, it would not be fair to blame the store for the quality or durability of the garment.
  
  Furthermore, it is important to note that the customer has already been partially refunded, despite our policies stating otherwise. We value our customers and strive to provide the best service possible. However, in this case, the customer does not meet the criteria for a refund based on our policies.
  
  ********** *** ********** ******* ** *** ****** ****** **** ****** ************* *** ******* ** ********** *** ********** ** **** ****** ************ ******** *** ******** ***** ******* ** ********** ********** ***** ****** * ******** ********* **** ** **** ***** ** ** ******** *** **** ********** While it is true that some companies may ship perishable items with temperature-regulated devices, our experience has shown that the methods we use are generally effective in ensuring the quality of our products.

• Initial Complaint

  17/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1- The order received was not delivered on time. I had placed the order on 12/23 for an expected delivery no later than 12/26. The order was delivered on 1/3/2024! 2- The items delivered DID NOT represent the $291.03 gift basket I had ordered on the website. The items were not packed in a gift basket, but rather thrown into a box. Then the items listed on your website were not the items packed in the gift basket. I have ******** pictures of what was shipped and this does not in any case represent what I selected. I am therefore requesting a full refund of the $291.03 payment made for this purchase.

  Business response

  18/01/2024

  Thank you for bringing this customer complaint to our attention. We have thoroughly investigated the matter and would like to address the customer's concerns.
  
  According to our records, the customer's order with the order number ********* was indeed delivered on January 3rd, as confirmed by the tracking information. However, we were not made aware of any issues regarding the order until January 17th, which is two weeks after the delivery date.
  
  As per our refund policies, customers are required to submit any complaints regarding their orders within five days of the delivery date in order to be considered for compensation. This policy is in place to ensure prompt resolution of any issues and to provide a fair process for both parties involved.
  
  On January 17th, the same day the customer contacted us, we promptly responded to their complaint, informing them about our refund policy and explaining that their claim for compensation would be denied due to the delayed complaint submission.
  
  In regards to the customer's specific concerns, they mentioned that the order was not delivered on time and that the items received did not match the description on our website.
  
  While we understand the customer's disappointment regarding the delivery time frame, we would like to clarify that the expected delivery date provided during the ordering process is an estimate and not a guarantee. Unfortunately, delays may occur due to factors beyond our control, such as inclement weather or logistical issues. We apologize for any inconvenience this may have caused.
  
  Regarding the discrepancy between the items received and the description on our website, the contents of the order were substituted in accordance with our substitution policy, to which the customer agreed when they placed an order with us.
  
  Although we acknowledge the error and apologize for the inconvenience caused, we regretfully cannot offer a full refund as the customer did not adhere to our refund policy by submitting the complaint within the designated time frame.
  We understand that this situation may be frustrating for the customer, and we apologize for any inconvenience caused.

  Customer response

  18/01/2024

  I am rejecting this response because:

  nowhere on the website was it clearly identified that customers have a maximum 5 day allowance to file a request for refund. 
  

  In addition, clearing behind a lame item replacement policy clearly shows that your company has no intention of providing high value luxury items *** **** *** ************ ** ****** *************** ****** ** ******* ****** ****** *********. *** *** ********* ** *** ****** ** ********** **** ******** ******** **** **** ******* *** ** **** ** ******* *** *** ****** ** ********* *** *** ****** ** ****** ** ***** *** ********* ****** ******* ** **** ****** ********** ***** ** **** **** **** ********* ** *** **** ********

  
  

  Business response

  31/01/2024

  https:/**********************************

  Please see link to policies on our website about "MY SHIPMENT ARRIVED DAMAGED OR IS MISSING ITEMS - WHAT DO I DO?", where it clearly states "All concerns regarding damaged, defective and/or missing items must be submitted to customer service via email within five days of delivery (perishable items such as flowers and baked goods must be reported within 24 hours of delivery)."
  

• Initial Complaint

  16/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 11, I placed an order for a 3 month subscription service for flower delivery from Hazelton’s. The order number was *********, it was for a medium size bouquet of seasonal flowers, set to be delivered to ** *********** starting in December as it was to be her Christmas gift. The website displayed beautiful bouquets of flowers, which was very ********** because that’s not what they ship. For Christmas, ** *********** received 2 identical plants of some sort in ugly clay pots. I thought maybe January would be better. I was wrong. This month she received two identical single flowers - no bouquet again. I contacted customer service and was offered a 30% refund, which I accepted, but what they didn’t tell me was that the refund was for the January flower only, not the whole order! This company is ******** customers by using their “substitution” policy as a blanket excuse to send out subpar products that are not what the customer is paying for!

  Business response

  18/01/2024

  Thank you for bringing this complaint to our attention. We understand the customer's concerns and would like to address them.
  
  The customer placed an order for a 3 month subscription service for flower delivery from Hazelton's with the order number *********. They were expecting beautiful bouquets of seasonal flowers but received two shipments that did not meet their expectations - the first shipment was received in December and the second shipment in January.
  
  When the customer contacted our customer service, we offered them a 30% refund, which they accepted. However, it is important to note that the refund was specifically for the January flower and not for the entire order. We never implied to the customer that the 30% refund would be for the entire subscription, since the first shipment had already been delivered several weeks ago by that point, and the customer had never even complained about it.
  
  By the time the customer expressed dissatisfaction with the refund amount, the refund had already been issued.

  Customer response

  18/01/2024

  I am rejecting this response because: their email stated they would be refunding me 30% - they did not specify it would be for the January order only or I would not have accepted it. I didn’t know that until I received an email stating the refund amount was for $24, and I made a complaint over that. 
  And I didn’t complain about the December delivery because I thought I’d give them an opportunity to make a better arrangement in January 
  
  

  Business response

  31/01/2024

  We would like to provide further clarification regarding the refund offer mentioned in our previous email for *********.
  
  While we understand your concern that our email did not specify that the 30% refund was for the January order only, it was never our intention to refund 30% off the value of your entire order. We apologize if there was any misinterpretation on your part.
  
  Regarding the issue with the December delivery, we advise our customers to report any problems they encounter within a reasonable timeframe so that we can address them promptly. Since you did not report any issues with the first shipment, we were not aware of the problem until after the second delivery.
  
  However, we took appropriate action and have already canceled your subscription as requested. You have also been refunded the appropriate amount for your January shipment.
  

  Customer response

  06/02/2024

  I am rejecting this response because:

  I did not complain about the December shipment because I was hoping they’d do better in January. When they didn’t, that’s when I complained. I spent a lot of money on this subscription service and did not get my money’s worth AT ALL!  And the offer of 30% was made with the implication being that it was for the whole order, not just for January’s awful shipment. 
  For the amount of money this company charges, they should be shipping out beautiful flower arrangements, not ugly plants
  

  Business response

  20/02/2024

  In regards to *********.
  
  While we respect the customer's opinion regarding the flowers they received, it's important to clarify that a refund is not an entitlement. The gesture to offer a refund was made due to the fact that the customer reported the issue within a reasonable timeframe for a portion of the subscription. It's standard practice for companies to have a timeframe during which customers can report grievances to be compensated. Unfortunately, the customer did not report their dissatisfaction during the first month of the subscription, which is a decision they made. As such, we cannot offer compensation for that month.

• Initial Complaint

  14/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******* **** *** ******* Ordered a gift basket 11/27/23 to be delivered 12/02/23. Delivery was on time but missing items and the substitutions were far from ‘equal or greater value’ I upgraded the basket from ‘a premium liquor’ which was not even in theme, by 60$ for bottle of **** ****** tequila and added a 4$ balloon. Neither the bottle or balloon showed up. Basket was completely off theme *** *********** Was supposed to come with 4 bottles of ****** (via picture) and instead 4 random bubble wrapped cans of beer like ****** and *****. Here is the description. “Let’s Celebrate” Gift Basket from Hazelton’s is sure to be a delicious surprise. This gift is made for celebrations! It includes a bottle of liquor, four beers, roasted garlic salsa, tipsy fiery olives, limes, crackers, tortilla chips, waffle pretzels, dry roasted pistachios, and a woven serving tray. It came w a lemon, peanuts, and pretzels with 4 bubble wrapped cans in a separate box. I have pictures I would be happy to share. ************* * ********** **** ******* ***** * ******* *** *** *** **** *******. * ***** ** ***** * * **** ****** ** *** **** ******** ********* **** *** ** ***** *** ***** ** ******* ** ***** **** **** *****  I was supposed to at least receive reimbursement for the missing upgraded bottle and balloon of $69 (mind u it didn’t even show up with the bottle in a non upgraded basket) but I have received nothing. My final email from the company as I was asking for upper manager or president or owner contact info I was told to “get a life” I spent $185.98 and would like a full reimbursement but also would like to warn future customers. *** **** ****** **** *** ******** *** ************. ********** ** *** *** * ****** ****** *** *** * *******

  Business response

  18/01/2024

  Regarding the order *********, we have emails from the customer confirming their agreement to be refunded the amount of $69.00 for the missing items, specifically a bottle of liquor and a balloon. However, in an email dated December 2nd, 2023, the customer indicated their dissatisfaction with the refund amount they had initially agreed upon and began repeatedly emailing us to demand a full refund. We have already informed the customer that they are not eligible for a full refund, since the remaining products they received were in accordance with our substitution policy.
  
  The customer made the original payment for their order through *****, but they have not yet submitted a payment request through their bank/***** account in order for us to process the refund via e-transfer. It appears that their reluctance to submit the payment request is due to their disagreement with the refund amount.
  
  Thank you for bringing this matter to our attention.
  

  Customer response

  20/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I was never informed that I needed to send a ***** request. I have since sent one with no result. I was only told that the refund was processing. That was weeks ago. I was then told in early January that it had been processed. More weeks have passed and nothing. 
  
  Sincerely,
  
  **** **********

  Business response

  01/02/2024

  To initiate a refund request for a ***** transfer that has already been deposited into our account, please follow the steps below:
  
  – Sign in to your online banking or mobile banking app.
  – Locate the ***** section.
  – Select the "request money" option or its equivalent provided by your bank, and enter the same e-mail address to where you had originally sent the ***** payment
  – Specify the amount you wish to request and include the order number in the "message" field for our reference. The amount should be: $69.00
  

  
  Once you've submitted the refund request, please note that the refund process may vary depending on your specific bank or financial institution. Generally, the refund will be processed, and the funds will be deposited back into the purchaser's account within 5-7 business days.

  Customer response

  20/02/2024

  I did put in the ***** request with no results. And as I check ***** I see they are not registered or possibly blocked me. **** ******* ** * ******** ***** Its truly not about the money. ** * ***** ***** * ****** ** ***** ******* * ***** *** **** ***** ***** ******** ********

  Business response

  26/02/2024

  Our team has thoroughly investigated your issue and exhausted all reasonable options in an effort to assist you.  Although we can not confirm that you have been blocked, it is possible that the company decided that efforts to assist you were fruitless based on your last series of e-mails to customer service.
  
  ***** ** *********** **** **************** ** ****** ******* **** *** ******* **** ****** ******** *********** ***** *** ******* ***** * ******** ***** As a trusted and reputable organization, maintaining the highest level of customer satisfaction is of utmost importance to us.
  
  If you have any further concerns or would like to discuss this matter in more detail, we remain available to address them. Our goal is to find a suitable resolution that works for both parties.
  
  Thank you for your understanding.

*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. ↩