ComplaintsforSee's Candies, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up a YumRaising shop through See’s Candy, for a girls softball team to raise money for their trip to Nationals. We raised $880.37. On 3/16 I got an email saying the check would be mailed in 30 days. On 4/22 I contacted See’s and they said the checks have not been mailed out yet. After still not receiving the check, on 5/14 I called customer service. They said my zip code Was missing on my account and told me to email Finance. They also said they cannot help me, as they did not have a direct line to finance. I emailed Finance 3 times and finally got a response on 5/17. Laura S*** on 5/21 said she was working with accounts payable and would try and get me the check to me that week. I have emailed twice since that date, 5/29, 5/31, and have not received a response and my check still has not arrived. These girls worked really hard to raise money and all I want is the check to be sent. Our trip is coming up very soon. See’s Candy is a very large corporation, $880 is not a lot of money to them, but to these girls that worked hard to earn it, it is a lot of money and they deserve to be paid what they are owed. Order # ******** ******** ******** *****

  Business response

  06/03/2024

  See's Candies is working with this customer to resolve the issue with the profit check.  Laura S*** will reach out to the customer again today and advise where we are in the process and when the customer can expect to receive the check.  Profit checks for non-profit groups who have participated in our See's Yum Raising Program are automatically generated from the information the customer provides at the start of the program.  We are looking into what may have happened that would have caused this check to be delayed.  See's will work directly with our customer to ensure she is 100% satisfied with the final outcome.  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 28, 2024 at approximately 4:30 PM, my six-year-old son and Decided to go into the ****************** sees candy. My son wanted to sample the birthday cake piece. The young woman at the counter told us that he could not sample it and that he would have to buy it. That made no sense to me because I was under the impression that anyone coming into the store could simply piece of candy of their choice. Please enlighten me if I am wrong. This employee was adamant that my young son could not sample this one piece and that he would have to buy it. It took me a full five minutes of arguing with her before she grudgingly gave him the piece. I dont care how good the product is and I find your company makes an exceptional product if your customer service is terrible. If I needed an appendectomy, then I guess I would have to go with whatever doctor was willing to do it regardless of their bedside manner, but when it comes to a piece of candy, customer service needs to be above par and you guys failed. I wanted you to know the specific details so that you could work to Retrain your employees so that they maintain the consistent values that match the quality of your product. Good luck.

  Business response

  05/29/2024

  See's Candies customer service will reach out to the customer to apologize and to work to make things right for this customer.  See's does offer a free sample at any of our company owned and operated shops.  We will be working with the District Sales Manager who oversees this shop to obtain more information about why the sample was denied and take appropriate action to make sure this does not happen again in the future.

   

   

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a regular customer at Sees for at least 12 years. Ive noticed the quality has gone downhill the past few months. Maybe inferior products? Yesterday I bought chocolate Almonds and Toffee-ettes. They had very little flavor and, in fact, tasted like an off brand candy that was very old. The almonds were soft and old tasting, couldnt taste any chocolate and the toffee was soft and tasteless. I think my Sees days are over. I havent taken the candy back because Im handicapped and getting out and walking is a real chore. I usually stop by when I have other obligations to my grandkids.

  Business response

  05/17/2024

  Hello ******,
  
  I hope this message finds you well.
  
  I am reaching out to you regarding the unpleasant experience that you had with our products.
  
  We sincerely apologize for the inconvenience. At ****, our hope is to have everything about us to be a happy experience and we apologize to you for any disappointment experienced. We wish to assure you that we have not changed the recipes of our candies. Our basic goal is to produce the best possible candy in the *************. We have never compromised in any way the quality of our product and continue to use the same highest grades of ingredients in making our candies. Also, we have strict shelf life guidelines in all our shops therefore we are at a loss to determine what exactly has occurred.
  
  ******, this matter is of great concern to us and we would like to further investigate this matter and work on a happy resolution for you. Please reach out to our *************************** at ************** and provide the reference number 978129. 
  
  We look forward to hearing back from you.
  
  Sweet Regards,

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

  See's Candies *************************** 

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

• Initial Complaint

  12/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  During the 2023 holiday season, Sees.com advertised and offered 3-day expedited shipping for the reduced price of $9.95. I took advantage of this offer and placed my order for Christmas stocking stuffers on December 16th, a full 9 days before Christmas. I have been a regular Sees customer and Berkshire shareholder for many years. On December 20th, I was notified that my order had shipped via **** I thought that was cutting it close, but had faith that it would get here in time. That never happened. In fact, the order never shipped. To this day, the tracking number simply shows a label has been created, and no further movement has transpired. When I called customer service, I was told that they must have just forgot to put my box on the truck. I was not offered expedited shipping to get it in time for Christmas, and the representative told me that was no longer an option despite it very clearly being a possibility. She offered to refund my $9.95 shipping fee. Hello, this is for Christmas. This is a huge ball drop here. While my order was eventually refunded, I feel completely let down. I am not whole and I am not going to shop Sees candies anymore unless this matter is rectified.

  Business response

  12/29/2023

  We are happy to work directly with our customer to resolve this problem.  We request direct contact information for our customer so we can accurately identify the order, what may have happened to cause the delay in shipping, and will then work hard to restore our customers confidence in our products and our service.  Customer satisfaction is an important goal at See's.  We intend to work hard to renew our customer's feelings about See's **********************.

  We request that our customer work directly with our Customer Experience leadership versus working through our contact center.

  Thank you for the opportunity to work to resolve this issue to our customer's satisfaction.  

  SEES'S CANDY SHOPS, INC.

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

  Customer Experience

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

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sees Candies have gone way down in service and way up in Price$.I used to love to put a box together with 6 of these and 3 of those. Then they started charging for that service. $32 for them to pack you a box of your faves and $29 for whatever they think you should like.There is a Sees right outside the gate of our 55+ community we are retired and to pay $29 or $32 for a box of candy is outrageous. I read about a lady that had hardly any peanuts in the peanut brittle. That happened to me too. I went in there today with a $25 gift card that I bought and still had to pay $4 on top of that. I was given a $5 off coupon for Mothers Day but you have to spend $35. The candy is $29 and $32 so I have to spend even more .why would I even use the $5 off ? .you make it so difficult. I bought the candy for my 97 year old Dad for his birthday. The charging to put a box together just added insult to injury. Then I accidentally picked up a pre-packaged one with a bow $1 more I told her yo take it off. I commented today that I did not know the price went up again. Your employee proudly said we increase the price every year. Congratulations your candy is now out of my price range. $32 per pound. Thats about 9 gallons of gas in **********!Hey *************************** dont you make enough money? Youre a senior too give us a break! On my social security I cant afford your overpriced candyThanks a lot! Why dont you give me a box for every year I was able to purchase it? That would be around 45 years.

  Business response

  03/09/2023

  We will reach out to this customer to see how we can make things right for her.  We will also be sure she has information on our various promotions and offers that include special pricing and coupons.  We value our long time customers and will work hard to renew her positive feelings about See's.  

   

   

  Customer response

  03/09/2023

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi,I have been trying to remove my physical mailing address from See's Candies junk mail and catalogs for over a year. I first called the company back in 2020-12-08 and was told at the time that my physical mailing address had been removed. Since then I kept receiving mail many times for over two years. I've called in many times and each time they tell me that I have been removed from the mailing list, yet I still get new mail. Most recently I called in after receiving mail on 2022-11-28, and they gave me a case number #******** to resolve, but I never heard back. I just received See's Candies mail again on 2023-01-13; I attached a picture of this latest mail. Also note that I did not resubscribe to See's Candies mailing list at any point during this time.Thanks *****

  Business response

  01/15/2023

  See's Candies has requested an immediate stop be placed on any mailings going to this customer.  We are following up with our database management partner now to ensure that any future mailings are stopped now and in the future for this address.  We will reach out to our customer to explain the process and ensure that he has a management contact to reach out to should he have questions or need additional assistance.

   

  Please let me know if you need additional information.

   

  Best regards,

   

  **********************.

   

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

  Director, Customer ******************************** Street

  ******, **  90810

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

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

   

  Customer response

  01/17/2023

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a box of sees peanut brittle at orlandos ******* in ****** ********** last week for $23.00 . First problem the second huge problem is getting ripped off for $23,00 for sees peanut brittle that was soft as butter and if there were ten peanuts in this box i was lucky? WHAT PART OF BRITTLE From THESE PRICE GOUGING HAYSEEDS DO you NOT UNDERSTAND? I called sees and was told by the customer service indonisian that someone would be calling me about this problem and i demanded my money back ! NO ONE CALLED ME BACK AND NO ONE RETURNED MY MONEY! I demand it !! its a total insult to sell this garbage and a bigger insult to receive this garbage as a gift ! $23.00 and sees boasts to be the best in ********** everytime i get it as a gift i cringe and aftwr purchasing it myself i am disgusted wirh the con this inept candy fake company gets aways with high prices and ripping off the consumer twice with the sale of this soft disgusting peanutless brittleless c*** !

  Business response

  12/24/2022

  We will reach out to customer to try to obtain more information about when and where the candy was purchased.  It sounds like this product was purchased through a Licensee or non-profit Fundraising group.  Our suggested retail price is currently $16.50 for a 10 oz box and $28.00 for a 1b. 8 oz box.  We are not clear which item this customer purchased.  

   

  We will work with customer to make things right.  See's Candies guarantees the quality of our products when purchased through an authorized selling channel and if the product is within our strict shelf life guidelines.  

   

  Thank you for the opportunity to resolve this issue with our customer.

   

  **********************.

   

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

  Director, Customer ******************************** Street

  ******, **  90810

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

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

   

   

• Initial Complaint

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 12th I placed an order for Sees Candy ********. I had an extremely rude customer service agent tell me she couldnt give me any information because my info didnt match theirs. This is outrageous! I spent almost 300 dollars on this website and did not receive my order. I have attached am image of the receipt they sent me after placing my order.

  Business response

  12/22/2022

  We are looking into this matter now.  We will immediately reach out to our customer to determine next steps to resolve this issue.  Our policy our customer's satisfaction.  Once we determine what happened with the order, we can work to find a suitable resolution to this matter.  

   

  Please advise if you have questions or need additional information.

   

  Best regards,

   

  **********************.

   

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

  Director, Customer ******************************** Street

  ******, **  90810

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

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

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased several hundred dollars worth of candy, each month I was given a sticker on a happy Habits reward card. I completed 3 months which was worth a ***** gift card. I went into ********* ** store they took my card and info and told me I would receive my reward by email. I never did. I have contacted customer service over and over and not one person has made this right! A huge successful company who can't make good on their rewards program! I'm tired of hearing excuses so I am more reporting this to BBB. I expected Sees to honor there reward program and they have not. After months of giving them the opportunity to do so, I no longer want to hear the excuses.

  Business response

  11/15/2022

  We will take immediate steps to reach out to our customer to resolve this open issue.  The earned rewards are in the form of an eGift Card.  We will be sure that if the original e-Gift Card was sent and not received by our customer that the card is cancelled and we reissue the eGift Card reward.  We will add something additional to the reward as a token of our apology for the disappointment and inconvenience this has caused for our customer.

   

  If you have questions or need additional information, please reach out to me directly.

   

  **********************.

   

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

  Director, Customer Experience 

  ***** S **************

  ******, **  90810

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

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

  Customer response

  11/15/2022

  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

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First, you need to be aware that I have been a loyal Sees Candy customer for over 60 years. But I have now given up on them. I moved to Maine two years ago and it's been a nightmare dealing with them ever since. The candy has come frozen with white gunk on it, sticky and oozing or crushed and broken in pieces. Dealing with customer service is awful. They hire ************* to answer the ***** number who simply don't care about your problem, have an attitude, and won't go the extra mile to make it right. ************ is rolling in her grave to see how her lifelong loyal customers are being treated. As to specifics, let's start with last Oct 2021 when I ordered some chocolate and it came ruined because they shipped it in ice packs that froze the candy in our 30/40 degree weather. I sent photos and they replaced it with chocolates NOT mailed in ice packs. So this year, in trying to avoid the problem as we are having the same weather, I called CS and tried to request the non-ice pack shipping by doing a special phone order. I was told it was impossible to send it any other way and I was forced to pay the heat-sensitive ice pack price of ***** instead of the regular shipping of **** flat rate for NON ice pack packaging. The chocolates froze again in transit and thawed into a sticky mess with water from the melting ice having seeped through the plastic box covers at some point and ruining it. So, I called CS and they are sending a replacement in NON ice pack packaging. I wanted a refund of the $7 shipping difference I was forced to pay for the ice packs but was told they couldn't do it because they had to send it WITH ice packs in October. Ummm, but you just sent the replacement without ice? Oh. Well, we can do that because it's a replacement. Excuse me, but you clearly have the capability of noting to the warehouse to leave the ice out. Why can't you do it right the first time and save us both the hassle? And I still want my $7 refunded that I paid just to ruin my candy!

  Business response

  10/21/2022

  Hello,

   

  We will reach out to this customer to see how we can make things right.  Our warm weather packaging requirements are based on the weather conditions in both our shipping location and the destination location.  We continue to experience warm temperatures in ********** that require the use of our insulated packaging in order to effectively deliver the package through the *** air shipping process.  

   

  Our goal is to work with all of our customers to ensure they receive the freshest confections regardless of where they are located.  Customer satisfaction is our priority.  We will work hard to make things right for this and all of our customers.

   

  If you have questions or need additional information, please advise me.

   

  Thank you,

   

  SEE'S CANDY SHOPS, INC.

   

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

  Customer Experience

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

  Customer response

  10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They sent an email saying they will refund my shipping. That will handle this problem but it still will not solve the issue going forward. Customers should not be forced to use ice pack shipping in October if the candy is ruined every year by it. They should give options to allow people to choose their shipping based on their individual situations and past experience. 
  
  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. ↩