Business Profile

Candy

See's Candies, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for See's Candies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

33 total complaints in the last 3 years.
23 complaints closed in the last 12 months.

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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:02/20/2025
Type:Product 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 place an on-line order (for pick up in store) for 5 ********* hearts @ $8.50 each. I paid using 2 See's Candy gift cards ($25 each card) The total was $42.50.When I went to pick up my order, I decided to purchase one more heart @ $8.50. I was going to use the remaining $7.50 that was left on my gift card plus $1 cash. According to the employee who was helping me, there wasn't a balance left on my gift card. I had to forfeit $7.50 because the card was already used on my purchase of $42.50. Apparently See's Candy kept $7.50 and the card is now null/void. I want a new card for $7.50. I have sent 2 emails to the company and I have not received a response.
Business Response
Date: 02/20/2025
See's Candies will reach out to our customer and work with her to resolve this issue immediately. We will also look into why the unused balance on the gift card was not on the card when our customer went to the shop to pick up the order and purchase additional items. We are also researching why her original efforts to reach out to See's via email to resolve the problem have not received a response directly from See's

Customer Answer
Date: 02/21/2025

Complaint: 22918407

I am rejecting this response because:

Sincerely,

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

NO ONE HAS REACHED OUT TO ME TO RESOLVE THIS MATTER
Business Response
Date: 02/21/2025
Hello Again,
We will be trying you again shortly. We tried to call earlier today. We would like to try to obtain the gift card number you attempted to use at our shop so we can pull the transaction history on that card. If you no longer have the card, we will be happy to replace the gift card with an eGift Card if that works for you. We want to resolve this to your complete satisfaction, and at the same time, we want to be sure we understand how the shop determined there was no value on the gift card so we can prevent this from happening to you or another customer in the future.
Thank you for your patience and understanding. We appreciate the opportunity to make things right for you and to restore your confidence in our products and our service.

Customer Answer
Date: 02/25/2025
SEE'S CANDY IS ASKING FOR THE GIFT CARD NUMBER THAT I USED.

THE NUMBER IS ****** ****** 326247.

I AM SURE THAT IS THE CARD THAT HAD THE BALANCE OF $7.50.

IF FOR SOME REASON, THAT IS NOT THE CORRECT CARD THEN

THEY CAN TRY ****** ****** 326246

THANK YOU SO MUCH FOR YOUR HELP!

RESPECTFULLY,

****** ***********
Business Response
Date: 02/27/2025
Hello - Thank you for sending over the Gift Card numbers so we can pull the history on the gift cards. We are reaching out to our customer to double check the gift card numbers provided. The full gift card number (not including the security code numbers, which we do not need to check the history on the card ) is 19 digits. We are missing one digit at the end of the numbers provided for each card. We will work with our customer to see if we can obtain the full card number so we can check the history and work to resolve the questions about where and when the card balance on the card was removed so we can resolve the issue for our customer.
Initial Complaint
Date:02/04/2025
Type:Service or Repair 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 photo evidence that a package was never delivered they claim was delivered. A 3lb box of chocolates could not have fit in the box they delivered and took photos of, the box even says it only weighs two pounds. They wont send a replacement or give a refund.
Business Response
Date: 02/04/2025
See's Candies ********************** will reach out to our customer tomorrow to see how we can successfully resolve the issue with a missing package.
Customer Answer
Date: 02/05/2025

Complaint: 22898378

I am rejecting this response because:
They say it will take two weeks to hear from their financial department about getting a refund, making it impossible to replace what they never sent me. I needed this before 2/14, which is why I ordered it so long ago.

Sincerely,

****** *****
Business Response
Date: 02/05/2025
We plan to reach out to our customer today to resolve this issue. So far we have been unable to make contact but will keep trying. The order number provided does not match any orders in our system so we need to clarify how and when the order was placed.

Customer Answer
Date: 02/05/2025
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:01/14/2025
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.
Candy ordered December 18, card charged December 19. Candy arrived in bad shape, dried out and not as described (or experienced previously ordering the same product). Finally, after posting a complaint and message on their ******** Page, we were told on December 30 that a refund had been processed. Fifteen days later, no refund. Pasted below is the pertinent, latest email correspondence from them. I was the disappointed recipient; ******* ********** had ordered my gift and deserves a refund. From: ********************** on behalf of ************************ Sent: Monday, December 30, 2024 10:11 AM To: ******* * ********** Subject: RE: [External] Fw: Please process refund order no ******** [ ********************************* ] [EXTERNAL] Hello, Thank you for visiting ********* We apologize for the unsatisfactory candy that you received. We will be forwarding your comments to the appropriate department. We have strict shelf life guidelines; therefore we are at a loss to determine what exactly has occurred. A full refund in the amount of $45.96 has been processed. We appreciate that you took the time to write and share your feedback with us and for choosing See's Candies. Sweet Regards, ****** *. E-Commerce Help Desk Agent Office* ************* Carson,CA | **************************************
Business Response
Date: 01/14/2025
We will immediately check on the status of the refund that was promised. Refunds can take up to 10 days to process. We agree that this refund should be completed at this point. We will reach out to our customer tomorrow once we receive an update from See's Accounting and Finance regarding the status of the refund.

Customer Answer
Date: 01/15/2025
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 if they actually follow through on it; they've promised to do something for weeks now.

Sincerely,

Luanne B*******
Initial Complaint
Date:01/07/2025
Type:Product 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.
order ******** candy was horrible and could not finish. see's did not care and would not refund as their policy states.
Business Response
Date: 01/07/2025
This is the second complaint this customer has placed for candy she is ordering on line and picking up at different stores. The first BBB complaint is 22758640. We provided a full refund to to the customer on ****** ($31.50). Customer placed a second on-line order to pick up at a different shop and is now claiming that that candy was stale and she wants a full refund. She claims that she returned the candy to the shop and that they told her she would have to contact **************** for the refund as the order was placed and paid for on line. We are requesting a full refund for this second order which is included in this BBB Complaint No. 22780139. Customer has an extensive history of complaints regarding the freshness of the candy she receives. We have already asked her to work directly with our ********************** so we can get the candy back that is not up to her standards to determine why we have been unable to provide her with the quality products See's is known. See's guarantees our products and our service and will work with our customers until we reach a point where we must conclude that the relationship is no longer mutually beneficial and we must ask the customer to find another source for their confections. This is a very rare occurrence but we may be reaching that point if we are not able to successfully provide our customer with product that meets her needs.
The second refund request is being submitted now CPG Order No. 41909758.
Please advise where we go from here. We do not wish this response to be shared with our customer so must ask that you advise if I need to provide additional information before you respond to our customer.
Initial Complaint
Date:01/06/2025
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 made an order on 12/2/24, the charge was pending with my card and was processed correctly. The charge did not go through and, curious what the delay was I reached out on 1/3/25 only to find out Sees cancelled the order without notifying no notification or contact with me and I would not have been informed had I not contacted them about this matter. They claim its a billing address issue which its not and Im more than happy to provide proof from my financial institution for this. I was promised on 1/3/25 to receive a follow up within 24 hours via email. This was never done. I reached out again on 1/6/25 and was also told my email appeared incorrect by the supervisor I spoke to today (1/6/25). My email is valid and both receives and sends emails but because its not a standard email apparently they dont understand it. This situation is extremely frustrating and disappointing. Part of the order is out of stock now, and I lost out on an additional discount through my payment method because of Sees unprofessional standards and lack of communication with the customer. I seek a resolution to this gross mishandling.
Business Response
Date: 01/06/2025
We are so sorry to hear about the disappointing experience our customer has had with See's ********************** and our order process. We are investigating what may have happened to the original order to cause it to be cancelled without notification, as well as the lack of follow up on our part once our customer reached out to determine next steps. We will be calling our customer tomorrow to work out a satisfactory resolution.
Customer Answer
Date: 01/07/2025

Complaint: 22774502

I am rejecting this response because:

I appreciate the prompt response to my BBB complaint. However, I have requested an email follow up, not a phone call in all communication with Sees Candy. Please follow up with me via email as requested. I am not available to take a telephone call, and as a company you should be mindful that not everyone is able or willing to speak on the telephone.
Thank you.
Business Response
Date: 01/07/2025
Thank you - We will follow up with our customer via a direct email to our customer.
Customer Answer
Date: 01/11/2025

Complaint: 22774502

I am rejecting this response because:
While I received the initial email promised I have not received the resolution or a further response to my reply. I recognize its almost the weekend, so I would like to keep the BBB complaint open until this is fully resolved.

Sincerely,

Bianca Ireland
Business Response
Date: 01/14/2025
See's Candy has reached out to our customer to confirm which products she was trying to purchase through our order on-line, pay and pick-up in shop order process. Our customer's order was cancelled and the credit card was refunded for the purchase. We acknowledge that the customer was not properly notified of the order cancellation. We are committed to reviewing the order cancellation notification process to ensure customers are fully aware if an order must be cancelled for any reason. We are committed to making things right for our customer. We know that we caused inconvenience and disappointment and possibly the loss of a discount she would have earned had the order gone through. We have no visibility into what was originally on the order and have asked our customer to let us know how we can make things right for her. We are happy to send her an eGift card that she can use at her local shop. We just want to be sure we are sending an amount that is appropriate and will in fact renew her good feelings about See's. We hope to hear back from our customer soon so we can successfully address her concerns and make good on our promise to work hard to renew her good feelings about See's Candies.
Customer Answer
Date: 01/22/2025
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. After accepting responsibility for the lack of notification and poor customer experience both representatives of Sees I spoke to worked hard to provide an acceptable resolution in a timely manner. Thank you to the BBB and Sees Candy for helping to resolve this

Sincerely,

Bianca Ireland
Initial Complaint
Date:01/02/2025
Type:Product 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 am trying to get help with my order. one item was incorrect and the one item I opened was bad - the filling for the peanut butter chocolate was dark and this should be light colored. I gagged after eating half of one. I contacted customer service and was told to go to the store which makes no sense. I called the store as instructed and they said this is a food safety issue and to contact customer service. can someone please help me? I paid 31.50 and feel sick. order ********
Business Response
Date: 01/02/2025
We will reach out to our customer tomorrow and will be happy to assist with ether replacement candy or refund. See's Candies stands behind all products we sell and we are committed to making sure our customer is 100% satisfied with the resolution.
Initial Complaint
Date:12/24/2024
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 am writing to address an issue with my recent online order (Order Number: ********) placed on 12/22 for in-store pickup, purchased using a gift card. When I visited the store on 12/23 to pick it up, I was informed the order had been canceled. This was shocking, as I did not receive any cancellation notification.The store associate informed me that the refund would be processed back to my gift card seven business days. This timeline is unacceptable given my situation: I am traveling out of the country on 1/2/2024, and the delay means I will not be able to use the gift card or obtain the gift in time. And the funds on the gift card will become unusable to me after that date. Despite explaining my situation, both the store associate and your phone customer service team (I called the team on 12/24 8AM) stated they could not expedite the refund or provide a solution.This experience has been frustrating for several reasons:Lack of Notification: Canceling the order without informing me caused unnecessary inconvenience.Faulty System: Selling out-of-stock items online is misleading.Unreasonable Refund Delay: Holding my funds during the holiday season due to no fault of my own is unacceptable.If I hadnt gone to the store to check, I might still be waiting for a nonexistent pickup *************** resolve this issue, I urgently request one of the following solutions before 1/1/2024:1. An immediate refund to my gift card or a new gift card I can use right away. OR 2. Fulfillment of my order, either shipped to my address or the store. OR 3. If the refund cannot be processed before 1/1/2024, issue the refund to the credit card I used to purchase the gift card, as I will be unable to use the gift card after this date.This issue has caused significant inconvenience, especially during the holiday season. I urge you to resolve this matter promptly. Please respond at your earliest convenience.
Business Response
Date: 12/24/2024
We responded directly to our customer and made arrangements for a replacement eGift card to be sent to our customer today, ********. This has already been done. Customer has expressed her desire to cancel the Better Business Bureau complaint.
Customer Answer
Date: 01/02/2025
Hi!

See's candy has already refunded me the money. I would like to close the complaint.

Thanks!
Initial Complaint
Date:12/21/2024
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 purchased packaged candies from the Sees Candies store in *************** and when I got home they didnt taste very fresh so I looked and looked and looked on the packaging and there was ABSOLUTELY NO expiration or Best Buy date. I took photos of all sides of the packaging for the three bags of candies and wrote to Sees Candies to register my complaint. They totally ghosted me. It is over a month now and I have never received the courtesy of any acknowledgment of complaint or any resolution of it.
Business Response
Date: 12/22/2024
We are so sorry to hear that our customer did not receive a response to the communication sent to See's. The See's shop in ******** is a Licensee which is able to sell See's products but is an independent business that operates seprate from See's Candies. We are not sure where our customer sent the correspondence regarding questions about the pull dates or best buy date on our products. Depending on the item(s) purchased, there will usually be a three digit code and then a year code. This is actually our pull date used to manage the last sell date for that product. From that point, depending on the product, we recommend you enjoy it within about 2-3 weeks of that date. In some cases, we do sell products that are manufactured and packaged by a third party for See's. These products have a different code system which we can explain once we understand which products were purchased. These items might include our foiled items, the sour items, Lemon Drops, Peppermint Twists, See's Medallions, etc.
We will reach out to our customer to find out which products were purchased and work hard to make things right for our customer.

Customer Answer
Date: 12/22/2024

Complaint: 22718547

I am rejecting this response because: if the company really does reach out to me and satisfies me, I will be happy to accept the response. But I don't think it is in my interest to accept it now when they merely say they are going to reach out to me but they certainly haven't done so yet and may or may not do so in the future. And please note that I sent multiple photos of the cellophane package that these loose chocolates came in and I can assure the company that there was absolutely no code whatsoever that could relate to a consume by or Best Buy date. Again, I believe this is against the law and I believe the franchisee in ************* is jeopardizing the good reputation of sees candies

Sincerely,

***** *****
Business Response
Date: 12/23/2024
We will reach out to our customer now to see how we can make things right for her.
Customer Answer
Date: 12/23/2024

Complaint: 22718547

I am rejecting this response because: the message says they were going to reach out to me now but I have not received any phone call or any indication on my phone that a phone call was attempted. So once again, I'm happy to work with the company and to accept proper resolution but they need to stand by their word

Sincerely,

***** *****
Initial Complaint
Date:12/13/2024
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 purchased a Christmas gift of box of holiday chocolate from Sees candy on 12/4/2024 for &***** I received the item on 12/10/2024.I gifted it to my family as an early Christmas gift only to find the chocolate inside looked inedible, looked like it had melted , smushed, some looked like someone had tampered played with it kneaded it possibly, some were even stuck together so hard that it was actually inedible or unable to even take apart .If it had been summer time , I can possibly understand it having melted due to the weather , but this is an order in December that I have purchased from the actual sees candy website.I immediately apologized to my family member for this gift feeling great embarrassment and disappointment, and contacted sees candy.First I contacted them through the text help agent and requested a refund and emailed them the proof of the state of the candy chocolates.They then at the time said they will be refunding me, and to wait 7 days , I figured I would get a confirmation email regarding this issue but I did not hear anything from ******* after few days I called sees customer care line to ask for a email confirmation regarding this issue and refund , and was told because they are having technical issues they havent been able to refund. I again got no email confirmation, only an email saying they will ship a new box to which I declined. So I contacted sees again , and since at this point it had been a week and they still have not sent me an email confirmation regarding the case or refund, to which I was told it is still not approved for a refund. I have sent the proof of photo of how disappointing the items were , but they are not issuing a refund, I am not wanting a replacement chocolate as this was a gift not for myself and the embarrassment I felt to give them such a horrifically destroyed chocolate coming from Sees candy chocolates, very very disappointed in the quality and the customer care service regarding this matter.
Business Response
Date: 12/19/2024
We sincerely apologize to our valued customer for the delay in getting her the requested refund. We will take immediate action to process the refund. I will also follow up with our customer to apologize and work hard to restore her confidence in our products and our service.
Customer Answer
Date: 12/19/2024
Better Business Bureau:

I finally received a refund for the purchase .
thank you for the response .
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:12/11/2024
Type:Product 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 purchased a box of candy on 11/15 and paid extra for expedited shipping so it would arrive for Thanksgiving. It was too arrive by 11/27, per the extra fee I paid. My order did not ship until 11/27 and did not arrive in time for Thanksgiving. I called Sees and requested a full refund on 11/17 and they told me 5-7 days for a refund. Then I called again to check on the refund and they told me 7- ********************************************* ***** days. I would like my refund for bad service and product When the order did arrive on 11/28 it was melted and in disarray and inedible ( broken open)
Business Response
Date: 12/11/2024
We will escalate this complaint to our consumer affairs group. They will investigate the status of the refund and reach out directly to our customer to see how we can renew her good feelings about See's Candies. We guarantee customer satisfaction and will work hard to restore our customer's confidence in our products and our service.

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See's Candies, Inc. is NOT a BBB Accredited Business.