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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was exorbitantly overcharged for what I thought was a premium box, when ALL of its contents were extremely subpar.I was charged $93 aud for PREMIUM chocolates of which Ive attached an image of what was expected to be received. Instead, my partner received a $15 aud box of subpar Guylian chocolates.Everything was extremely cheap and nasty for the nearly $417 price tag
Business response
02/24/2024
Dear ******,
We are truly saddened to hear that your recent experience did not meet your expectations. Upon receiving your feedback via email, our team acted promptly, responding within the next 4 hours to offer various options aimed at ensuring your satisfaction. This swift response underscores our commitment to addressing your concerns as quickly as possible.
On the other hand, we provided you with detailed insight into the delivery process to reassure you that everything was dispatched in accordance with the items selected and in alignment with our policy. You can find further information regarding our delivery policy on our website: ************************************************************************
Despite our sincere efforts to reach out to you and resolve the issue, we regret to inform you that we did not receive any response from your end despite multiple attempts.
As per your order details, the total payment amounted to ****** USD, with the following items selected:
-Premium ************************************************************* VS Cognac
-Gift Box
-Upgrade wrapping
We understand that you may have had different expectations regarding the chocolates delivered to your recipient. However, please note that the selection is based on local availability and quality, as mentioned on our website. While certain brands may be considered local in some countries, when exported, they are often elevated to gourmet standards in other regions.
That said, in our email to you, we fully acknowledged your concerns and disappointment and we either way presented the option to issue a partial refund of 59 USD for the chocolates, the total amount paid for this item, or to explore alternative brands of your preference. Based on the information provided in this file, we believe a refund would be your preferred choice, and we are prepared to proceed accordingly. However, if there are any other details you would like us to consider before proceeding, please do not hesitate to let us know, and we will take them into careful consideration before initiating the refund process.
Your satisfaction is important to us; we sincerely appreciate your understanding and cooperation in this regard.
Warm regards,
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.