Complaints

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 30th 2023 I placed an order on the Albanese web-site as I have done for many years at Christmas time. They sent an email confirming order and stated it was shipped the same day order # ****** with a tracking number of **********************. On December 11th 2023 I began to wonder where my order was, so I used the tracking number to find out. Apparently it is still at the post office in ************. I emailed customer service at ********************** to check on it. I received and email back from retail shipping asking me to call. I emailed back and let them know email would work better for me and gave them the order and tracking info. I received a reply back stating You will need to call and speak to someone in our shipping department to possible receive a replacement package as it looks like **** may have lost the package. I sent another email through the Better Business Bureau link asking for assistance. I have not received a reply. I do not understand in this day and age if I ordered and paid on line, and I am exchanging emails with retail shipping why it is necessary to call someone in the shipping department , when they can tell the by tracking the package is lost and why the statement was made concerning a possible replacement package. I never received the first one so how can they say replacement package.At this point I would either like a refund or delivery of my order. On a side note, I live about an hour away from their factory store and have been stopping there, when I am in the area for about 20 years, and as stated previously ordering from their on line store for many years during the holidays and quite honestly after this experience I am not certain I will be able to continue to be a customer of theirs.

  Business response

  01/02/2024

  Hello ******, 
  
  Thank you for reaching out about the complaint filed. 
  
  I have investigated this matter and have reached out to the customer to resolve the issue at hand. Our team unfortunately did not handle the customers concern correctly, which we will be coaching our team on to better future experiences. Please see the attached e-mail I sent to the customer. We issued the customer a full refund and will also be sending a replacement for the original order that was lost in transit. We strive to provide exceptional service and unfortunately this customers experience was not up to par. 
  
  Please let me know if you have any questions or concerns. 
  
  
  
  Best Regards, 
  
  Jenn 
  
   
  
  ******************;
  Retail General  Manager
  *********************  |  www.albaneseconfectionery.com
  **************************************************************************
  
   Check ** out on IG ????@AlbaneseCandy
  
  
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  Customer response

  01/08/2024

   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.

  
  

  Thank 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. ↩