ComplaintsforThe Sweet Basket Company

• Initial Complaint

  23/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a gift basket on Dec 8 2022 for delivery Dec 21. It's now Dec 23rd and no merchandise received. I have sent email to the company with no response. I have not gone to their facebook page (which I should have done way before), where there are numerous complaints against this company. They seem to be scamming clients. I want my charge reversed and refunded. They are untrustworthy company and I'm very disppointed.

  Customer response

  16/01/2023

   
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18635774, and find that this resolution is satisfactory to me.

   

  Team, the business finally delivered the items. You can close my complaint

   

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

• Initial Complaint

  07/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 16,2021 I placed 7 orders with this company for gifts to my customers in Canada. I spoke to a customer service rep on that day, who told me the gifts would be delivered before Christmas. She even convinced me to pay for expedited shipment to Moncton to ensure on time delivery. My credit card was billed (and has since been paid) $550.20 CAD. I have reached out them via email and phone. On 12/29 I received an email stating the order was delayed an the chocolate was to arrive on 12/30 at their facility to be processed and shipped. As of this writing the orders still say "Processing". All emails and phone calls since this time go unanswered, ***** ******* ***** ***** ***** ***** ***** ***** *****

  Business response

  10/01/2022

  Good afternoon Mr *****, 

  Thank you for taking the time to bring your dissatisfaction to our attention. Our client feedback is very important to us. As per our conversation earlier, your orders are scheduled to ship from our facility via ***** Overnight shipping to arrive the next business day. We have issued compensation as discussed and noted this in your account. Thank you again for your patience and understanding in this matter. 

• Initial Complaint

  15/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are based in Vancouver, BC and have been using this company to send gift baskets to family and friends in Nova Scotia and Montreal for many years. This October we wanted to send a basket to a client here in Vancouver. We understood that it is not business as usual given the pandemic so we performed our due diligence and called the company on October 25, 2021 and then again on October 28, 2021 to enquire about a set delivery date. They said they could honour our requested date of November 3, 2021 as it was on a weekday. At no time in any of the 2 calls made did they mention any possible delays or problems with their couriers. Had we been informed then we could have made selected a local company. We placed the order on-line in the morning of Oct 28th and specified a delivery date of November 3rd. The website states same day shipping. The basket was a gift for a client and this date accommodated her schedule as she had to arrange to work from home to receive the gift basket on the set date. We told her that we had used the Sweet Basket before and that they were reliable. The company charged us for the order but the basket did not arrive on the requested date of Nov 3rd. We called in the morning the next day, Nov 4th,and spoke to the supervisor, Adina (or Dina). Unfortunately, she was not helpful at all. She now insisted that they cannot guarantee the delivery date and they would not have done so on previous calls because they cannot control what is happening with the couriers. At no time during our previous calls with the company were we told that shipping was not guaranteed due to delay problems with the courier companies. There also was no note of caution during the online ordering that warns of any delays or problems with shipping times, nor was it mentioned anywhere on their website. We cancelled the order and were told a full refund of $71.35 would appear on our credit card in 3 to 5 business days.This is now exceeded and we are still waiting.

  Business response

  20/11/2021

  Our client Mr ******* ******* submitted an online order on our site on October 29th 2021 destined for the City of Coquitlam BC.  The method of shipping selected was free standard ground shipping with our carrier.  The estimated transit time from our facility in Montreal to the City of Coquitlam is estimated at 5-7 business days. This shipping method as outlined under our Shipping Policy is not a guaranteed level of service by our carrier. We recommend selecting Express Next Day service if a gift item is time sensitive or needs to arrive on a specific date. This method of shipping is guaranteed by our shipping carrier. The cost is $29.99 plus applicable sales tax.

  This order was processed by our office on Tuesday October 29th and shipped via *** Standard Ground shipping as selected on November 2nd. 

  On November 8th *** made a delivery attempt but the receiver was not available . *** Tracking ******************

  When Mr ******* submitted his order, our office observed that although he selected free standard ground shipping, his preferred delivery date was for November 3rd. Our Client Services department contacted Mr ******* to offer his Next Day service as a courtesy. Mr ******* refused to pay any additional costs but insisted that the parcel arrive on his preferred delivery date of November 3rd. His call was forwarded to a supervisor who reiterated that the only method of shipping to ensure his parcel arrives on November 3rd is via Express Next Day . Mr ******* declined and advised to proceed with standard ground delivery as initially selected.

  On November 4th Mr ******* contacted our office stating his parcel was not delivered. Once again, we explained the level of service selected was not guaranteed by our carrier. Our office offered to contact the recipient to advise her that her gift was on its way with ***. The parcel was successfully delivered by *** on November 17th by the recipient ***** *****.  Our office cannot issue a refund as the goods were delivered based within the estimated transit time by our shipping carrier ***.

  Sincerely,

  D T*****

   

   

   

   

   

   

   

   

  Customer response

  28/11/2021

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

  
  

  The response from the company is simply not true.  I did not receive a call from the company on November rd offering the nNext Day Service as a courtesy.  

   

   When I placed the order at 11:00 EST on October 28 I was assured that the 7th business day for the order would be Friday, November 5 and that it would be delivered by that date with Ground Delivery Service.  I called on October 28 and spoke to a customer service rep who confirmed this.  As the basket recipient was not going to be in town the following week, it was necessary for the basket to be delivered by November 5.

   

  The response from the company is simply not true.  I NEVER received a call from the company offering Next Day Service “as a courtesy” (my phone log would confirm this). 

   

  The company's account of our Nov 4 conversation is false.  I called on the morning of Nov 4 after learning that the basket was not sent on the requested date of Nov 3.  I wanted to confirm that the basket was still on track to be delivered at least by Nov 5 which would be 7 business days from the date I placed the order (Oct 28 at 11:44a EST).  I had in fact called the company before placing the order on Oct 28th to ensure that it would be delivered no later than Nov 5th because the recipient would not be in town the following week to receive the basket.  

   

  At the call on Nov 4th Dina (or Adina) , the supervisor, surprisingly stated to me that 5-7 business days was NOT guaranteed, and the estimated delivery date was now Monday, November 8.  

   

  I was upset because had I been been properly informed that the 5-7 days delivery time as marked on their on-line order form could not be honoured, I would not have have taken the risk of ordering from a company in Montreal.  I had ordered baskets in the past from this company but this is the first time that things had gone awry.  It is when things go wrong that you see the true value that the company places on customer service.     

   

  At our call on Nov 4th Dina offered me a choice of continuing with the order or cancelling it with a full refund.  I chose to cancel and confirmed details with Dina - that the refund would be in full (no fees or deductions), credited to the same **** credit card and would be posted to my card in 3-5 business days. 

   

  On Nov 13th when the credit did not show on our **** account after 6 business days, I chose to file a complaint with the BBB.   It was not until I read the company’s response dated Nov 22 that I learned that a refund was not forthcoming.  They in fact ignored their commitment for a refund and proceeded to deliver the basket on Monday, Nov 8, even though they were aware that the recipient would not be available to receive it.

   

  I am sorely disappointed in the company’s actions.  At the time of the order, their website stated a 100% satisfaction guarantee and that they provide same day shipping to Vancouver (which is highly misleading).   I am not satisfied in the least with the manner in which this matter has been handled; *** ****** ***** ***** ***** ******** ** *** ****  ** ***** **** *** ******* ** ************* ** ***** *** ******* ** *********** ** ***** *** ** ****** *** ***

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

*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. ↩