ComplaintsforHickory Farms

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a deluxe summer sausage and cheese **** kg for Christmas this year 2023. Everything was great except for one of the ham summer sausages. The seal was broken and there was moisture on the sausage and the package. Obviously the meat was not safe to eat. I have taken pictures of the product before destroying it

  

  Business response

  01/16/2024

  Thank you for contacting us regarding the quality of our ham summer sausage.  We apologize that the ham was of poor quality.  We sent a replacement that shipped on January 10th and delivered January 11th.  We hope you enjoy your new product.  Please let us know if there is anything additional we can assist with.

  Customer response

  01/18/2024

   
  Complaint: 21088009
  
  I am rejecting this response because: Thank you for replacing the sausage with the broken seal. I am however disappointed with your costumer service. I would expect a company to go above and beyond when this type of situation occurs.  It not only has taken my time to reach out to you send proof etc. it could have been a serious health risk if someone would have ingested this product.

  i would have expected your company to compensate a valued customer for more than just a simple replacement.

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

  

  Business response

  02/07/2024

  We apologize that we were unable to meet your expectations and want to make this right for you.  We have processed an additional replacement gift box for you to enjoy.  You should receive this very soon.  

  Again, we apologize for the poor quality and lack of service.  We hope this gift will make up for that.

  Customer response

  02/09/2024

   
  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

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/28/23 at Hickory Farms store# ***** ; I purchased 10 Turkey meat sticks- 7 in one transaction plus crackers & 3 as a separate transaction with hot mustard. On 12/29/23 I opened a turkey stick to slice on my meat slicer. Immediately a large amount of liquid came out of the meat stick and it turned into a mushy **** cat food consistency. I immediately checked the other sticks in the bag by gently squeezing them. All of them were extremely soft. One of them was so mushy my finger almost went through the outer wrapping. I called my father and he opened one of his Turkey sticks and said it was barely holding its form it was so wet. He was afraid to eat it because he thought it had gone bad. Since my local store was temporary and is now gone, I called Hickory Farms customer service this morning 12/30/23 and was told since I didnt have my receipts they could not refund me and my only option was to return the items to the store where I purchased them. I HAD ALREADY TOLD THEM THE STORE WAS TEMPORARY AND IS GONE! I was told once again without a receipt for both purchases they could not help me. I explained to them if I had realized they sold rotten food I wouldve held onto all the receipts, but the fact is they are disgusting and inedible. I asked to have replacement Turkey sticks sent and I would be more than happy to mail them the rotten meat with a prepaid postage. I was once again told my only option was to return them to my local store Which doesnt exist !! I want a REFUND IN FULL! Im not going to eat rotten meat, and I no longer trust to eat their crackers and hot mustard if they sell rotten meat stick. I would think they would like to see the rotten products that came out of their store, so I would be willing to return all the purchased items to them if they will send a prepaid postage label.

  

  Business response

  01/16/2024

  Thank you for contacting us regarding the quality of the turkey summer sausage purchased at one of our retail locations.  We apologize for the poor experience with both our product and our customer service.  We have issued a full refund for both purchases ($54.93 and $17.72).  This refund was processed today and should appear on card ending in **** within in 48 hours.  

• Initial Complaint

  12/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Business failed to achieve expedited delivery after having paid an EXORBITANT amount for the shipping. Failed to deliver by Christmas invalidating the entire purpose of placing the order through their company. Refund requested immediately and demand that they STOP making ludicrous claims on their expedited shipping.

  

  Business response

  12/27/2023

  Thank you for contacting us regarding your gifts arriving late.  We apologize that your order did not ship timely which resulted in them delivering after your intended delivery date.  We have issue a full refund in the amount of $197.96.  This refund should appear on your credit card statement within 48 hours.  Again, we apologize for your poor experience with us and hope you will give us another opportunity to provide you with a better experience.  

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I RECEIVED A GIFT PACKAGE but there is NO CARD INSIDE THE *** TO TELL ME "WHO" SENT ME THE ***** I called **************** and had such a difficult time when I spoke to a woman who could barely speak English!!! I gave her all sorts of numbers that were on the box but she could NOT FIND OUT WHO SENT ME THIS GIFT. RIDUCULOUS!

  

  Business response

  01/09/2024

  Thank you for contacting us.  We apologize that your gift did not have the senders name on it.  After looking into this, it was confirmed that the sender reached out to you and this matter has been resolved.  We do apologize for any inconvenience and frustration that this caused.   

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with on December 18th all the information was provided including my credit card and what I was purchasing the next day I followed up to find out what the status of my order is and they have no record of it yet my charge my card was charged ***** it's been downhill ever since I contacted on December 19th customer service who was supposed to have a manager contact me back and they never called me back I am livid I want to *** this company and all your customer service is over in ****** *********** and they can't help me either it's disgusting you're supposed to be an **************** but you're not I'm going to tell everybody do not do business with this company I'm going to pur*** legal action as well how dare you charge my card and not provide the product the other thing is the customer service person could not tell me when the product would be delivered

  

  Business response

  12/27/2023

  Thank you for contacting us regarding the status of your order.  We apologize for the poor experience you received.  We were able to locate your order.  The order was placed under a different first name which could have contributed to the customer service representative being unable to locate the order.  The order was sent to ******************* and delivered on 12/24/23.  

  For your inconvenience, we have issued a full refund.  The refund should appear on your account within 48 hours.  Again, we apologize for any frustration this has caused you.  

*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. ↩