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Complaint Details
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Initial Complaint
12/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was given a gift basket valued at just under $100 by my Mother In Law. The packaging must have gotten hot at some point, because the chocolate was all melted and the meat and cheese had spoiled. They refused to issue a refund because I threw it away and didn't take a photo first. I requsted a gift card so we could buy a replacement. I don't want the same thing again because the smell and images made it unappetizing.
Business response
12/28/2022
We apologize for the poor quality of your gift and for the unacceptable service provided by our call center. We have issued a replacement order that is scheduled to arrive to you on December 30th. Your order shipped via ***** and the tracking number is 392728957704. Thank you for bringing this to our attention and hope you enjoy your replacement.
Sincerely,
Hickory Farms
Initial Complaint
12/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed order on Saturday 12/10/2022. Pending on my credit card. They have no record of my order. Unable to talk to live person. Recording only. This is a Christmas gift. Why is this on my credit card when they have no record of my order.Business response
12/27/2022
We apologize for the trouble that you experienced when checking the status of your order. Order number W01046085 shipped on 12/10/22 and delivered on 12/14/22. The tracking number is 391971360048 and shipped via Fedex. Please let us know if there is anything additional that we can assist with.Initial Complaint
12/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 11/28/22, I order seven gift packages to be delivered. Hickory Farms website gave me the option to add multiple address, so I added the addresses. I reviewed the list of addresses, and they were all showing in the system before I paid. Why their website did not pickup ALL the addresses is clueless to me. They sent six gift packages to one customer. ******************** says, "Because they sent a confirmation which show the addresses, they cannot pick up the packages; But they can send the packages to the correct parties, but they would charge me at full cost." This is horrible that this organization was not willing to make things right basically saying, "It's my fault because I should have looked at the confirmation, when it was sent and called at that time before the items were shipped." So, it took me a few days to review their confirmation in my emails would have made a difference probably not. Just simply disappointed with the customer service department; and, when ask to speak with someone higher in management the supervisor ID #****** says he was it there is no one higher to speak with regarding the issue. In addition to this, I received to automatic emails apologizing but cannot resolve the issue. Our organization will never use their services again.Customer response
01/10/2023
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
12/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received a Hickory Farms gift basket in late October. It was sealed and visually you could see it contained beef sticks, cheese, crackers, trail mix, mustards and drinks. We are familiar with Hickory Farms and usually purchase similar products during the holiday's as gift for others.When I open the items in this basket something seemed different and once I cut into the beef log I realized it was mushy. I then look at the other items and found them all to be expired.I contacted Hickory Farms through their 800 number immediately and was told to send in photos. Once I completed everything they asked off me I was told I would be contacted by phone or email. I waited. Called again a week later and went through the whole ordeal again. I was told someone would get back to me. I waited. One week later I called again, not so happy to have to go over everything for a third time. As before I was told someone would get back to me, they did not. After five weeks I received a call and since I don't have proof of purchase Hickory Farms doesn't feel it's their responsibility to correct this expired basket (per *************** service supervisor).I am so disappointed in how Hickory Farms handled this issue. I can only imagine how someone that we may have given a Hickory Farms gift basket too may feel about us if they had to experience what I just went through these past 5 weeks.Business response
12/28/2022
We apologize for the poor quality items received and the unacceptable service provided by our call center. We have processed a replacement gift that is scheduled to arrive to you on January 2nd. Your order shipped via ***** and your tracking number is 392752046085. We hope you enjoy your replacement and thank you for bringing this to our attention.
Sincerely,
Hickory Farms
Customer response
12/29/2022
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.Thank you for your assistance is getting this settled. I am disappointed that Hickory Farms forced me to include you in order to resolve their error.
Sincerely,
************Initial Complaint
11/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have attempted to have myself permanently removed from this company's mailing list every year for at least the past three years. Each previous year I have been told they will do so (so far this year they cannot be bothered to respond at all), and the following year as the holidays approach, they continue to send me their catalogues. I have attempted to contact them over this issue again, and I have also sent a data deletion request under the ***** but they have been unresponsive. I demand all of my information, including my address, be deleted from their records and they permanently remove me from their mailing list. At this point, their mailings serve no purpose other than to remind me never to order from them again.Customer response
12/05/2022
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
10/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
order # W00887867 placed October 1,2022 We are requesting a refund of $96.36 My order of $106.36 less the measly 10$ bone that the awful customer service MANAGER threw my way We waited all the year long for the Hickory Farm Original Blend cheese ***** to arrive... we ordered 9 cheese *****...they arrived warm...all of the dry ice was melted and warm...there were 3 small cheese *****, packaged in a box that was meant for 4 regular sized cheese *****...this packaging made the change in the size of the product glaringly apparent...they are noticeably smaller... the price of the product AND the shipping went up...but the quality and the quantity of the product went down!The first time I finally got through to their customer svc ***** I was told by a manager that the website clearly states the size of the cheeseball Of course it does...technically...but how is one supposed to remember how many ounces the cheese ***** USED to be, compared to how small they are now?!!The website needs to clearly state that due to the economy, the chees ***** are one full ounce smaller, and oh...but we are charging you more AND charging you more to ship...It was an insult to get 10$off...theses cheese ***** do not taste the same...my husband says it could be because they arrived warm...he does not want to eat them and says they may be bad...they certainly do not taste the same...when I looked at the ingredients, I was shocked to discover that there is NO BLUE CHEESE in these things...*************** BLUE CHEESE FLAVORING?!!! Have they always been made this way?This company is cutting corners and their QA department is not doing their job...nor is the marketing dept.good luck trying to get through to a customer svc ******* the one rep sounded young and inexperienced...she only knew of the price change...I knew more about the product than her...My husband wants a refund...we will not ever order or recommend you again...the product is inedibleCustomer response
11/03/2022
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
07/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hickory Farms at *************** Mall (Seasonal). Purchase two "Holiday Traditions" boxed gift sets for Christmas (2021). Went to open them on 7/14/2022 and found that they were expired since March of 2022. Am I being too nieve to think that these should last a little bit longer than three/four months from purchase date, being a Christmas gift? Summer sausage, cheese and crackers are meant to be eaten in the summer, no?A call to the customer service hotline proved to be even more frustrating as they said that three months after purchase means it was still good/consumable product up until then. They wouldn't do anything about it. Even after talking to the supervisor. No sympathy for the consumer. I expect this type of product to have a expired date at least a year into the future. My theory is that they had old stock on the shelves and sold that to customers who usually dont look for that as we expect it to be within a year or so.Each box was $14.95 and I would like a refund or equivalent product.Customer response
09/16/2022
The company finally made good and sent me a check for the two products. All it took was a letter to the BBB! Thank you!Initial Complaint
12/26/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am requesting a full refund for my order.I placed an order 10/17/21 (Order Number: W00446262) for Christmas delivery. The order read "shipped" since November 2021 but there was never a tracking number. I sent an email to Hickory Farms customer service on 12/23/2021 asking if my order will be delivered by Christmas Eve, as I paid $15.95 just for shipping. I was told by employee 'MarineI' there was no tracking number as of 12/23/2021. On 12/23/21 at 11:11 am, I received an email from employee 'Regine' stating, "Upon checking on your records the gift item has not been shipped due to the requested delivery date is December 24, 2021." Today is 12/26/2021 and there is still no tracking number, and the item was never delivered. I would like a full refund for this order.Business response
01/10/2022
Good morning
Thank you for bringing this to our attention. After looking into this further we do show delivery on December 24th with tracking number ************ (Fedex). The tracking number did not appear on the order and our agent had to reach out to our warehouse to retrieve. It appears that ****************** contacted our office on December 29th and was giving the tracking information and notified that it delivered on the 24th as requested. ****************** was refunded half of her order total ($60.45) for the missing tracking information and inconvenience this has caused her. Please let me know if there is anything additional that we can assist you with.
Thank you
*******
***************,Senior Manager, Customer Experience
Hickory Farms
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O:************Initial Complaint
12/16/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a Christmas Gift Basket on 12/9/2021. Order number W00619021. It was delivered on 12/14/2021. My friend that received it called to thank me and let me know the jam had been shattered and there was jam all over everything and the crackers were crushed. I informed the company and stated I did not wish to get a refund but would like the product replaced and delivered in the way it was order. In tact. They informed me I needed to send a picture for that to happen. I told them she had already cleaned up the mess and through away the broken glass. I would like a refund at this point because I do not trust the company but if they are unwilling to do that just replace the damaged gift box.Business response
01/10/2022
From: ******************************* <**********************************************************>
Sent: Monday, January 10, 2022 9:46 AM
To: Customer Relations <**********************************************************************************************>
Subject: Case #: ******** ******************************Good morning
Thank you for bringing this to our attention. We apologize for the damaged product that was received by ******************** gift recipient. We have issued a full refund in the amount of $50.44 that should appear on her credit card statement within 48 business hours. Please let me know if there is anything additional that we can assist you with.
Thank you
*******
***************,Senior Manager, Customer Experience
Hickory Farms
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O:************Initial Complaint
12/07/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I emailed with the following issue: "I just received the first part of W00518982 - one box of Signature Beef Sampler. It was not in a separate box. The mailing label was on the actual box. It says "a gift From *************************" and is addressed to "*************************". I did not send myself a gift. Now, I cannot gift it as the mailing label is affixed to the product. I need either a refund or another Signature Beef Sampler to give to someone. Please contact me to rectify." They wrote back asking for pictures. I provided. They wrote back saying "We sincerely apologize for the problem you experienced with your gift order. The item was shipped out by itself to where that's how the package would arrive, to where we are unable to reship or refund." (1) Poor Grammar (2) Basically says "tough luck."I called **************** and explained the situation. Sunni said that she could not do anything. I asked if they cared that I buy $300-$500 every year for gifts and would not any longer if the gifts were not givable. I asked for a supervisor. Sunni said that she did not have a supervisor. I asked for someone else. She said that she was the only person in the building to help me. I pointed out that she wasn't helping me. I asked who she reported to. She said she was the boss. I said that she had to report to a manager or supervisor. She said that she was the highest. I asked if she reported to the **** She said yes. I asked to reach the *** (mail, email, phone), She said I could not. I asked for an employee # to file a complaint. She said that she could not give me anything to ID her. That is false. Every call center has an identifying # - not to personally ID her but from a mgmt perspective. She refused to transfer me, could not help me, lied about not having an identifible #, and lied about not having a boss. Worse customer service experience. I need a refund or another box to gift that does not have a mailing label. I pulled off the mailing label; box ruined.Business response
01/10/2022
Good morning
After listening to the customers call I would like to apologize for the poor service that was received. We have issued a refund in the amount of $86.36 that will appear back on her PayPal account. I would like to explain what happened with the packaging and greeting. If a customer does not specify a greeting on their purchase, our system automatically inserts the purchasers name. This is to prevent gifts from being delivered and gift recipient not knowing who the gift was from. As far as the label being applied to gift box, this too is not an error. In many cases we do not use a mailer over our gift boxes. We have several gift boxes designed to be multipurposed. We apologize for the inconvenience and understand how frustrating it must have been for ***************** not to be able to use the original box for the gift. I have forwarded her comments to our product team to look into whether the multipurpose boxes are the best idea going forward.
Thank you for bringing this to our attention. Please let me know if there is anything additional I can do to help.
*******************************
***************,Senior Manager, Customer Experience
Hickory Farms
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O:************Customer response
01/20/2022
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,
*************************
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Customer Complaints Summary
33 total complaints in the last 3 years.
17 complaints closed in the last 12 months.