ComplaintsforCaramel Crisp LLC

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought popcorn from the location 27 W *******, ******* ******** and when i got home it was stale this is the second time going here the first time the popcorn was okay but still dont seem to be fresh and gas money for going all the way downtown ******* from ********** ill would like someone in control to check on this location of service and have them to correct this problem of not giving fresh popcorn

  Business response

  05/16/2023

  Hello,

  Fan, ***************************, contacted Garrett on Sunday, May 14th, regarding her experience at our ******* Shop. ***** was not pleased with the quality of her purchase. Our Customer Experience team is currently awaiting *****'s response to verify her order. 

  We are aware of the date and time of her visit, but requested the payment information to identify the transaction. We would be happy to help resolve *****'s quality concern as soon as we verify the payment used. Requested resolution here states a refund, but a refund would only be available if a credit/debit card was used for purchase.

  Thank you,

  *****

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 jumbo bags (2 Garrett Mix and 1 Caramel) of Garrett's popcorn on September 1st in the United Terminal at ******************** in *******. It wasn't until I had returned to ******* (******************), took a 2 hour shuttle ride home to *************** and gave my mother the surprise gift did I realize they only gave me 1 Garrett Mix instead of 2 (I received the Caramel). I was super disappointed as in all of that travel I handled the bags my order was placed in like gold and when I surprised my mother with it, I realized I wasn't given my entire order that I paid for. I contacted their customer service on September 2nd and told them what happened. They told me they would escalate my issue to management. I have emailed back and forth with them and they told me they were going to refund me for my entire order of $53.37. I have yet to receive the refund. I have emailed them twice since they told me on September 30th that the ****** shop manager told them the refund was issued and it would take 4-5 business to process. They have given me nothing but excuses (there are multiple emails however I am unable to screen shot them properly because of their size-I have attached the ones that say I will be getting my refund for the entire order and have not received it in addition to the transaction from my bank statement).

  Business response

  10/28/2022

  Good Afternoon,

   

  We apologize for the delays on your request. Our shop team is able to process refunds directly when you return to the shop within 24 hours with your receipt and order. We understand that not all fans are able to return and have requested the refund on your order. Our IT team is working with our payment processor to issue the refund, but they are experiencing technical difficulties. We have increased the refund to a full refund due to the delays, but are dependent on the payment processor completing the refund.

   

  I understand your frustration with the delays. We will follow-up once the refund is finalized.

  Customer response

  10/29/2022

   
  Complaint: 18293649
  
  I am rejecting this response because: it has been 30 days and they still have not refunded my money. There is no way a company with global locations is unable to issue a refund nor does it take their IT department 30 days to correct any issues they are so called experiencing. As far as returning to the place of purchase within 24 hours to receive your refund that is nearly impossible as they are located inside of the airport, past TSA, where you would need an airplane ticket to make your way back to their shop inside the United Terminal. They only correspond with me when I email them informing them I still have not received my refund. I contacted them the next day to let them know they did not give me my entire order that I paid for.
  
  Sincerely,
  
  *************************

  Business response

  11/02/2022

  We have corresponded with the fan that the refund has been completed with assistance from our IT team.

  We understand the fan's frustration with the process; it was never closed but did have delays due to technical issues that had to be forwarded to external teams.

   

  Thank you,

   

  *****

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given a gift card from my sister for Christmas- December 2021. On the morning of December 27,2021 i went to place an order on line with it for a purchase. The gift card she gave me was $25.00 purchase credit. I went ahead and finished my online order with the $25.00 credit and paid the overage of my purchase with a credit card. I received a order confirmation #****** - The order was to suppose to be shipped out dec 28 but it didn't get shipped out until dec 29. Then it was suppose to be deliver on December 30 but now they are delivered on Monday, January 3, 2022. I was using the popcorn for my New Years eve party. The next day I tried calling their 888 phone number listed on their website. I was on hold for over 20 minutes and trying to get a manager. But they wouldn't provide me with an manager stating they can't transfer to a manager. I have had zero contact from Garrett regarding any of these inquires and have my paid order confirmation with an order # but nothing has been received or communicated. Super disappointed in this company. All they offer to do is ut a five dollar credit on your garret account profile. I will not be buying again from this company.

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