Complaints

This profile includes complaints for Hickory Farms's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hickory Farms

  311 S Wacker Dr Ste 2030 Chicago, IL 60606-6753

  
• 

  Hickory Farms

  2510 Haven Ave Joliet, IL 60433-8460

  
• 

  Hickory Farms

  288 Orland Square Dr Orland Park, IL 60462-3211

  

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:02/17/2025

  Type:Delivery 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.

  On 11/27/2024, I placed an online order for a Grand Holiday Gift box and a $3 donation to the No Kid Hungry campaign. Shipping was free and included a future delivery option for closer to Christmas. Total charged was $146.10. On 12/14/2024, I received an email telling me that the gift box had shipped via ***** and delivery time was 3 - 5 business days. I subscribe to ***** for home delivery tracking and received notification that there was an exception and a note about the delivery being damaged. After waiting to see if there was any communication from Hickory Farms or ***** and getting only silence, I emailed Hickory Farms customer service on 12/21/24 asking for help. I received no reply. That evening, I went ahead and placed a second order for the same gift box, made no donation, and paid $39.99 for expedited shipping as I still needed the gift. Total paid: $174.09. It arrived and the shipping information matched the second order. For the first order, the ***** tracking still showed the exception. On 12/30/24, I emailed customer service again requesting a refund and included information from both orders and the screenshot of the ***** exception. I received no response. On 1/14/25, I forwarded the same email. No reply. On 2/2/25, I sent the email for a third time. No reply.

  

  Business Response

  Date: 02/28/2025

  Thank you for reaching out to us regarding your December delivery.  We apologize that there was a shipping issue and lack of response from our customer service team.  We have issued you a full refund for your original order in the amount of $174.09.  We have also issued a refund for your shipping charge of the second order in the amount of $9.00.  Please let us know if there is anything additional we can assist with.

  Customer Answer

  Date: 03/03/2025

   
  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:01/30/2025

  Type:Delivery 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 placed an order on 12/19/24 ( order number W01922506 ) for two items. After shipping the total was $79.99. It was supposed to arrive by 12/22. It was going to my husband in a MN prison, hickory farms started working with them to send inmates products. This was a Christmas gift for my husband. After about a week, he hadnt received it and I kept checking the status and it said being processed. I called four different times to find out what was going on and spoke to four different people who told me four different things, and I could barely understand all of them. Finally, the last lady, I spoke to said she would put a ticket in for me to cancel my items. Apparently one item was out of stock and the whole package was not going to arrive until sometime in 2025 which would be pointless because he gets out early 2025. So instead of them emailing me that there was an item out of stock. They just left the order in process mode. In the meantime, I do another order of the one item that was in stock. That did arrive. Someone reached out to me thats in charge of that program and said that she would see if she could cancel my order because now the status is saying shipped which it has been saying for two weeks but theres no tracking number on it so nobody knows where my order is or whats going on. I have asked her several times for a refund and she keeps saying that shell check on it and see what she can do. I have been dealing with this for three weeks and I would like a refund on my order.

  

  Business Response

  Date: 02/28/2025

  Thank you for contacting us regarding your order refund.  Our records show that a full refund in the amount of $79.99 was issued on February 20, 2025.  We apologize for any inconvenience this may have caused.  Please let us know if there is anything additional we can assist with.

• Initial Complaint

  Date:01/08/2025

  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 ordered an item online. The next day i emailed them to cancel it and wanted a refund as i found that they had a local store and could get the item quicker there. I emailed them through the email provided on their contact page and no one responded for days. The package ended up being shipped and delivered even after i requested the cancellation. I asked for a refund and was denied as the package was successfully delivered even after i asked to cancel it.

  

  Business Response

  Date: 01/15/2025

  Thank you for bringing this to our attention.  We have issued a full refund in the amount of $49.99.  This refund should appear on your account in 48 hours.  Please let us know if there is anything additional we can assist with.

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

• Initial Complaint

  Date:12/25/2024

  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 bought a gift box (hearty charcuterie) for a family member. The box was sealed and when opened he found the sausage molded and the crackers appeared to be eaten although the package was sealed. I paid ***** for a bad spoiled box!

  

  Business Response

  Date: 01/22/2025

  Thank you for contacting us.  We are sorry to hear about the poor quality package purchased at one of our retail locations.  We have contacted ***** in regards to this matter and learned that she was able to get a full refund where purchased.  Please let us know if there is anything additional we can assist with.

  Customer Answer

  Date: 01/23/2025

   
  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:12/02/2024

  Type:Customer Service 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.

  Tried to do business with the company two years in a row. Very difficult or impossible to do business with these folks. Most of their customer folks can not speak English and there is no follow through.

  

  Business Response

  Date: 12/11/2024

  Thank you for reaching out to Hickory Farms.  After reviewing this complaint we are unsure what the customer service issues were that Mr. ****** is referring to.  We have made several attempt's to contact him by phone to resolve his complaint.  He did answer on one attempt, but did not have time to discuss the matter.  We then called and left a message two other times, however he has not returned our calls.  At this time, we are unable to accommodate his dispute request.  ************* can provide more detail, we will be happy to work with him on getting this matter resolved quickly.  Please provide him with this customer service number ************.  

• Initial Complaint

  Date:01/19/2024

  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.

  Hi!I placed an online order for a gift basket on 12/9/23 (W01461442). I immediately realized that I had send the basket to myself by mistake. I sent an email to customer service (#******** see uploaded photo). A representative named *** kindly wrote me back and said that the cancellation had been processed and that a refund would show up within 48 hours. So nice. I immediately reordered the same basket and made sure that I sent it to the correct address (W01461921). Days later , the original package that I believed had been canceled, was delivered to my house, and no refund was ever made. I immediately called the company and spoke to another representative who kindly apologized for the mistake and he would refund my original order money ,even though the company accidentally forgot to cancel the original order. I waited for over a week and called again. This person told me to keep waiting. I wrote again. This person said they couldnt help me. I wrote a third time . No response. I wanted to see if anyone can help me get a refund for the original order that was supposed to be cancelled. I do feel that I went through all the proper channels to cancel the first order so that I could re-order the second one. I know mistakes are made, but I do not feel that I should have to pay an extra $96 for the companies mistake.

  

  Business Response

  Date: 02/12/2024

  Thank you for contacting us. We apologize for the poor experience you have had with getting your order refunded.  We have processed a full refund in the amount of $95.95.  You should see this on your credit card statement within 48 business hours.  Please let us know if there is anything additional we can assist you with.

• Initial Complaint

  Date:01/19/2024

  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.

  On December 18, 2023 I placed an order from a Hickory Farms advertisement on ********* The advertisement said shipping was free. I received a confirmation email with itemized costs. The cost list included $29.92 for shipping, despite the fact that the ad said free shipping. I called Hickory Farms to ask for an explanation of the shipping charge, and eventually I was connected with a representative. At her request, I gave the representative my contact information and the order number, which was ********. After being placed on hold for several minutes, the representative came back on the telephone and told me I would receive a refund of $29.92 on my credit card within 48 to 72 hours. I did not receive the refund. I then emailed Hickory Farms, on January 4, ****, at cserv@ hickoryfarms.com, explaining the situation and including an attachment of a screenshot of the ad showing free shipping. The screenshot clearly showed the date in the lower right-hand corner of the screen as December 18, 2023. I have gotten no response to the email and no refund of the shipping charge as of January 19, ****.

  

  Business Response

  Date: 02/12/2024

  Thank you for contacting us.  We have looked into your complaint and our records show that a refund was issued in our system and processed through our credit card processor on January 22nd in the amount of $29.92.  I have attached a screen shot for your reference.  

  Customer Answer

  Date: 02/14/2024

   
  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:01/11/2024

  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 2 turkey sticks plus a gift box containing the turkey stick and the stick was absolute much. I contacted corporate once by phone and twice by email but no one is responding and this is totally unacceptable. I would like a refund for the 2 sticks that I purchased and A partial refund for the gift box that had the turkey stick in it, based on the weight I feel another **** for the turkey in the box Originally I stated I didnt have the receipt but since have found it. Thank you for your assistance in this matter.

  

  Business Response

  Date: 01/17/2024

  Thank you for contacting us regarding the quality of your turkey summer sausage.  We apologize for the poor quality in the sausage and for the poor service provided by our customer service team.  We have issued a refund as requested in the amount of $28.00.  This should appear on your credit card statement within 48 hours.  Please let us know if there is anything additional that we can assist you with.

  

  Business Response

  Date: 01/17/2024

  Thank you for contacting us regarding the quality of your turkey summer sausage.  We apologize for the poor quality in the sausage and for the poor service provided by our customer service team.  We have issued a refund as requested in the amount of $28.00.  This should appear on your credit card statement within 48 hours.  Please let us know if there is anything additional that we can assist you with.

  Customer Answer

  Date: 01/18/2024

   
  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:01/03/2024

  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 places two orders one on 11/27/23 for ****** and a second on 12/1/23 for ******. I contacted hickory farms after receiving both orders. The gift boxes were crushed and items were not in the actual gift box but rather the shipping box like theyd been opened. The gift baskets were all opened as well. The clear plastic wrap was ripped open and the items looked like theyd just been throw. In the box. These are expensive gift sets for clients and clearly not acceptable to give as a gift in that condition especially involving food that looks like the baskets and boxes have been opened. I was told by HF rep they would send replacements. They did, but they were even worse than the first shipment. I contacted hickory farms four times from the first week of December to the week after Christmas and each time was told they would create a ticket. The last time I was told the refund had been issued and would take 10 days. I then contacted most recently and was told I would not receive a refund and there was no supervisor available. How is it good business to send someone pre packaged food for gifts that is opened, no presentable, and crushed. I do not feel they have stood up to their policy.

  

  Business Response

  Date: 01/16/2024

  Thank you for contacting us regarding the quality of the baskets received.  We have issued a full refund for both orders ($159.43 and $534.91).  The refunds should appear on your credit card statement within 48  hours.  Please let us know if there is anything additional we can assist with.

• Initial Complaint

  Date:01/03/2024

  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 placed an order on 11/15/2023 for a 3 ****** Sausages, 3 Smoked Cheddar Cheese's and 3 Mustards meant to be Christmas gifts. Order # W01342872. I received all of the items except for the 3 summer sausages. Instead, I received a spicy, a turkey and a summer sausage. I emailed Hickory Farms on 12/16/23 and they sent a replacement order # ********. It ended up being the same wrong sausages. I called on 12/20/23 to explain that I think their item number or description is wrong and told them I wanted 3 beef summer sausages and would be happy to send back the wrong items if they give me a shipping label. I was told I would receive an email in about 30 min with the replacement order. The new replacement order was AGAIN WRONG. This time they were sending me 3 Smoked Cheddar Cheeses order # ********. I immediately called again and asked them to cancel this replacement as it is not the correct item. They cancelled this order but claimed they could not send my correct items without escalating to a supervisor. I never heard back. I have since called on 12/21/23 @ 616pm, emailed on 12/22/23, called on 12/30/23 @ 11:59am and 12:01pm only to be hung up on, emailed again 1/2/24. Still no return label for the incorrect items and no replacement. I paid $31.99 for the sausage. I would like Hickory Farms to ship to me my sausage, 3 Regular Beef ****** Sausages.

  

  Business Response

  Date: 01/17/2024

  Thank you for contacting us regarding your order.  We apologize for any inconvenience that this may have caused.  After reviewing your order it appears that item ******- Signature ******* Flight was ordered.  This item is a flight of 3 different sausages (**************, Spicy Beef and Sweet & Smoky Turkey.   Our 3 pack of only Beef Summer ******* is item 003070.  Please see attachment.  We apologize that our customer service agent did not notice that before reshipping the flight.  For your inconvenience we have replaced the flight with your intended item of all beef.  Your replacement order number is 67370059.  This should be available next week for shipment.  Please let us know if there is anything additional we can assist with.