ComplaintsforSee's Candies, Inc.

• 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,
  
  *************************

• Initial Complaint

  10/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order ********. Placed order on September 29, 2022. Called this morning to cancel order as it was slated to arrive on October 26th 2022. I paid 2 day air shipping (approximately $27.00) via *** to ******. Between this time period, (September 29th til today) I had placed 2 more orders. They both were riddled with shipping delay issues, and then melted and damaged candy upon receipt. After receiving my last order yesterday, I wanted to cancel this pending order #********. I was told that I could not cancel it as order was released to the warehouse and because of this reason, they would not cancel. I searched their website (and as of today) there is no such policy stating this. There is no policy at all stating cancellations. I can see if this was shipped out, but there are reasonable amount of days where this can still be canceled. I utilized the company chat option on the website, where I was again told the same reason as to why they could not cancel. **************** rep ****** helped me, and when I stated to her that there was no policy stating this, and actually no policy at all regarding cancellations, she immediately stopped the chat and logged off. I would like my money back ($102.56).

  Business response

  10/21/2022

  Hello,

   

  We will reach out to this customer directly to see how we can assist her to resolve the issues she has had with her orders.  Our current system does not allow for cancellations of orders once they export to our warehouse for fulfillment.  This information is provided at the time the order is placed as part of the final order process, and before the order is finalized and completed.  

   

  Our goal is to make every effort to work with our customers to ensure they receive the high quality products and service we promise.  Should a customer be unhappy with our products or service, we will make every effort to reach out to them and find a solution that restores their good feelings about See's Candies.  We feel confident we can reach a successful outcome with our customer.

   

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

   

  Thank you.

   

  SEE'S CANDY SHOPS, INC.

   

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

  Customer Experience

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

   

  Customer response

  10/22/2022

   
  Complaint: 18253592
  
  I am rejecting this response because:

  This information is provided at the time the order is placed as part of the final order process, and before the order is finalized and completed.
  

  I placed this order online and was not given this information. Again, no where on your website is there a clear policy on cancellation and time frames. And no one has reached out to me to rectify this situation. I had also emailed your customer service the same day I made complaint to BBB, your company managed to address BBB, but not my email as of this writing. 

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

  Business response

  11/01/2022

  Hello,

   

  We have been in touch with our customer and have completed processing the refund to customer's Pay Pal account.  We have also made arrangements to send her an eGift card for the portion of the order that was paid with a gift card.  We have also added an second eGift Card as our apology for the disappointing experience.  Our hope is to restore our customers good feelings about shopping with See's Candies.  In addition, See's will also be reviewing the communication we send regarding when and how eCommerce orders can be changed and/or cancelled once they are placed on sees.com.  These transactions are normally processed very quickly and do not generally allow us the time to stop an order.  We are committed to making sure that our communication better reflects the timing for making changes and/or cancelling eCommerce orders.  

   

  If you have questions or need additional information about this complaint, please be sure to let me know.

   

  Thank you in advance for your support.

   

  Best regards,

   

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

   

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

  Director, Customer Experience 

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

  ******, **  90810

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

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

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is misrepresenting/fraud going on. The advertisements are misleading, and false, and leads consumers to be misled. I am 79 years old a good business customer of Sees and have them send candy as gifts. Are they taking advantage of seniors'? and seniors who are low income. On my birthday, I was sent a message of a gift. ALL IT WAS WAS ADVERTISEMENTS.This is misleading and makes me not do business with them anymore. After spending almost $ *********** the last few months on Sees candies, now I'm not sure if they even follow through with my order(s).Bad business practices. Misleading ads. No more Sees. TOO expensive to not trust them

  Business response

  09/22/2022

  This customer received a marketing email from See's Candies promoting ************'s (founder) birthday specials (reduced price on select items).  Customer thought the email was being sent to her as a loyal customer in celebration of her own birthday.  The reduced price offer was available to all customers on the specific days of the promotion (the items changed each day).  Customer did not understand the intention of the email and felt disappointed and misled by See's Candies as she felt that as a long-time valued customer, we would be sending her something to recognize and celebrate her own birthday.  At this time, See's Candies does not have a customer recognition program to celebrate customer birthdays.  This is a program that is being discussed for the future, but is not on our current marketing roadmap.  

   

  We are reaching out to our customer to personally apologize for the disappointment this caused and to offer to send customer a box of her favorites, or a gift card to thank customer for her loyalty to See's ********************** and hopefully make up for the disappointment the **** See birthday email caused for her.  

   

  If you need additional information, please be sure to reach out to me.

   

  Thank you.

   

  SEE'S CANDY SHOPS, INC

   

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

  Director, Customer Experience

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

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

   

   

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife ordered a 2lb. box of candy to be delivered to her brother in *********, **. She ordered it on 12/06/21(order # ********) and it should have been delivered between 12/7-12/10. It was never delivered and at first they said it was due to heavy snow. Soon after that point in time the tracking just said it was in transit and no one knew where it was, no one could tell us when or if it was delivered so we requested a refund. During this time period my wife had an attempted online fraud charge on her debit card that she used to purchase the candy so our bank shut down her debit card and issued her a new one. It was during this time period that See's said they tried to refund the charge back to her card but since her card was closed we never received the refund. I have called a couple times and my wife has called several times and wrote them an email about this issue. The last thing they said was they would probably have to send us a CHECK since my wife has a different debit card number now. It seems like with them being a multi- billion dollar corporation they don't want to deal with online customer issues. I feel that we should not have had to call numerous times and write an email for a simple refund that is less then $55. When they said they might have to send us a check for the refund what is this the 1980's again or is there system just that antiquated. I attached a copy of my wife's original invoice/receipt.

  Business response

  06/14/2022

  We are looking into this issue right now.  We will reach out to the customer to make arrangements for the refund to the new debit card account.  We will also work with our customer to determine how we can restore their confidence in our products and service.  

• Initial Complaint

  01/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 01/07/22 12:14 AM See's Candies sent me an email acknowledging my purchase on 01/06/22. However, I made no such purchase. On 01/06/22 @ 2:50 AM I replied to this email indicating that I did not place any such order and to cancel immediately. On 1/07/22 I @12:10PM I contacted See's Candies **************** and explained the problem. **************** indicated I would have to contact the ****************** @ ****************** and they would respond. On 01/07/22 @ 12:15PM I did send an email to the ****************** indicating that I did not place this order and to cancel immediately. I received no response from the ******************. On 01/7/22 @ 12:30PM I contacted **** and informed ********* of the unapproved purchase and cancelled that credit card number. **** has since opened a fraud investigation. On 01/08/22 @ 10:41AM I received an email from See's Candies indicating that the order had been shipped. I again responded to that notice that this was never ordered by me and to cancel this shipment. In summary Sees Candies completed an unapproved transaction, charged my credit card without permission and shipped the item although I contacted them, in one way or the other, that I had not ordered this item and to cancel the shipment immediately at least 4 times. Still See's Candies shipped this unapproved order. This is not a customer responsive way to run a business. I want a full credit from See's Candies for this unapproved purchase. Note: if this is not the correct ************* address for See's Candies Corporate please forward.************************* ******************** ********************************************************************************************************* ************

  Business response

  01/09/2022

  Thank you for forwarding this customer complaint to us for handling.  We sincerely apologize for the delay in responding to our customer's plea for assistance in cancelling this order.  The on-line order process is automated and unfortunately, the order released and was staged for shipping early on 12-7-22.  We have noted that the customer reported that the order was placed with his billing and credit card information without his authorization.  The dispute filed with customer's credit card company has already resulted in a reversal of the charges and the cancellation of the customer's credit card so additional fraudulent activity on that credit card account can be prevented.  See's Candies will not attempt to dispute the chargeback transaction.  We will also flag this account so that any new orders will be placed on hold and reviewed before they move forward.  

  Our Finance and ********************* will reach out to the customer to confirm this information and work to see how we can renew our customer's confidence in See's **********************.

  If you need additional information, please be sure to reach out to me.

   

  Best regards,

   

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

   

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

  Director, Customer Experience

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

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

  Customer response

  01/10/2022

  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

  12/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Greetings, On December 8th I purchased 1 lb of candy from See's Candies. The order was never processed. I received an email confirmation to confirm the purchase but that was the only email received. I also called several times after the order was placed, the agents at See's Candies told me that they could not provide any details on the status of my order. I followed up again on Tuesday, December 28th and they stated the order was cancelled due to fraud. I did not receive communication from my bank or See's Candies regarding fraud issues. I once again asked to receive additional help to get this rectified and I was told by See's Candies **************** there is nothing they can do. I'd like to receive help as I do not believe See's Candies will do the right thing. They are being unprofessional and my order should be fulfilled with no charge. Please assist, I greatly appreciate your help. Thank you,********************* ************

  Business response

  12/29/2021

  We will immediately investigate the reason for the fraud flag being placed on the customer's account.  We will work with See's Finance and ********************* to see how we can clear the account to prevent this action in the future.  We will reach out directly to our customer to work out a solution that will leave our customer satisfied with the response and with See's Candies.  

   

  Thank you for the opportunity to make things right for our customer.

   

  Sincerely,

  SEE'S CANDY SHOPS, INC.

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

  Director, Customer Experience

  Customer response

  01/12/2022

  Greetings,

   

  Id like to report that Sees Candies has responded and resolved the issue for the referenced case number. Please **** this as resolved when you have a moment. 

   

  Thank you,

   

  ***** Peats 

• Initial Complaint

  12/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have fundraising with Sees for 10 years for an elementary school. This year, I placed my large $6k fundraising order on the website within the order deadline timeframe on 12/3- a week later after the date when they said they would arrive, I still had not received shipping information or communication regarding my order. Upon calling, I was told my order had wouldnt come in time. That CSR worked on the order and got it shipped out that day minus 24 items. It was never communicated that there would be missing items. Upon receiving my order and noticing the missing items, I called on 12/14 and was told they were delayed but were shipped already. It hadnt arrived by Thursday so I called again- again told they shipped. Called again Friday- same story- no communication, told they shipped. Cant refund. ( students arent in school next week and wont be able to get the candy they ordered. Today- Sunday I get a notification that the candy shipped on Friday to a school that is closed and tried to deliver on a Saturday ( I communicated that I wanted the candy or a refund by Friday 12/17 to all 6 customer service agents I spoke with). Im super disappointed with the lack of knowledge and help these customer arrive agents provided me with and it appears that the company needs better communication systems for orders( missing items, shipping delays, etc.

  Business response

  12/30/2021

  See's will have a Fundraising Program Manager reach out to this customer to determine how we can make things right for the group.  We had an unfortunate shortage of a critical product during this period.  Our efforts to proactively communicate with all impacted customers was not always successful.  We acknowledge and apologize for this experience and will work hard to ensure all customers who were impacted by this product shortage are contacted and compensated for the shortages and the inconvenience this cauused for each group.

   

  Thank you for the opportunity to address this issue directly with our valued customer(s).

   

  Best regards,

   

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

   

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

  Director, Customer Experience

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

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

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

  Customer response

  12/31/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received an apology and my refund and assurance that they are working to better communicate with customers.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got a gift card for 25 dollars and didnt use for several months.When I went to use it said balance was Zero . I called customer service and they directed me to the gift card vender who I contacted . They said they have this problem with Sees often and passed me back to them . I contacted Sees customer service again. They just gave me the run around and tried to set me up with an account to send me spam instead of solving the problem or my missing funds. The reference number13731823 gift card number is *******************

  Business response

  12/09/2021

  We will reach out to our valued customer immediately to work with her to correct this problem with the gift card.  We will also determine why our normal process for investigating gift card issues was not followed when our customer contacted us originally.  See's issued  gift cards are managed by See's, not a third party partner.  Only our e-Gift Cards are managed by an outside company.  We are committed to immediately resolving this issue to our customers complete satisfaction.

*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. ↩