ComplaintsforYelloh

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've been a ******** customer for years. On, Aug. 10, 2022, I received a larger order that cost $232.75. I received it approximately around 3:08 p.m. When my husband and I started to place the order in our freezers, my husband stated that the products he was putting away were thawed. I checked my products and they, too, were thawed! I called, ******** at 3:11 p.m. and spoke with, ***. ***, stated that he would inform his "team" about the problem. I asked if the drivers could come back and take the order back. He said they did not allow that. I then asked if he wanted me to take pictures of the thawed items. Again, he said no. I have NEVER had this problem with, ********. While still on the phone with, ***, he stated he contacted the department that issued refunds. I told him that I refused to pay for this order due to the condition of the items. He stated he understood and that he would take care of it. He stated that, ******** agreed that I would not have to pay for the order. He said they would credit me the full amount, but it may take a week for it to show up. I've checked my card almost daily and I still haven't been credited. I called, ******** again on, Aug. 16, 2022, at 1:08 p.m. and spoke with, ****. She stated that she could see where I had spoken with, ***. She said that it would take ANOTHER week before I would see the credit. I told her that's what, ***, said and it hasn't happened yet. I informed her like I did, ***, that if I didn't receive the credit, I would be contacting you, the BBB. As of this writing I still have not been credited. ALL my food on that delivery was thawed! I was willing, as I said, to take pictures or return it the same day. It had just been delivered minutes before my first call to, ********. I feel they are giving me the run around. ****, said someone from, ******** would contact me. Nobody has as of yet. Again, I would either like the full amount credited to me or they can replace my whole order with FROZEN identical products.

  Business response

  09/07/2022

  We are in receipt of your correspondence dated August 28th, regarding the above-referenced matter. We are aware of this incident and have taken the appropriate action to address it directly with our customer and have resolved the issue in an amicable fashion. Based on this, no further action is necessary by your agency. 
  Should you have any questions, please feel free to contact us at **************. 
  

  
  

  Customer response

  09/08/2022

   I am rejecting this response because: They are flatout lying! I have not heard a word from anyone from schwans until the delivery man came yesterday. He asked if I wanted to order anything and I said absolutely not! I informed he what happened with the order on August 10, 2022 and he stated he hadn't heard anything about it. Me telling him was the first time. I informed him about speaking with the liars, *** and ****. i

  I have not been reimbursed a *****! NOTHING! I checked my card before starting this and it does not show any credit to my card! I've still been charged $232.75. 

  I originally stated that they could either credit my card or deliver me the exact food only frozen this time. I've changed my mind. I just want my card to be credited the full amount! 

  Since they are big time lying jerks, I don't trust them one iota! I cannot believe how blatant they are with their lies. Saying that they've worked directly with me and that I was satisfied. What a bunch of BULL! I'd love to know who it was that called 't and who they spoke with. 

  It is almost a month and I haven't heard boo from anyone. 

  I have many, many health issues and the stress from this only makes it worse. I am on disability and this has added not only stress but other problems. 

  I don't think $232.75 is a small amount. Especially in this day and age. Every ***** counts. 

  I stayed with them when they raised their prices and I was a very faithful customer and this is how they treat me?!

  I wish we could have a facetime meeting with the three of us. I'd tell them exactly how I felt.

  LIARS! THIEVES! THIEVING LIARS SCHWANS ARE.

   

  
  

  Customer response

  09/21/2022

  To Whom It May ********************* YOU! THANK YOU! THANK YOU! Because of you, Schwans has given me a full credit! They finally credited my card the full amount! I cannot thank you enough.
  
  Regards,
  
  ***************************
  Complaint# ********
  
  
  This is the day which the Lord has made. Let us rejoice and be glad in it!
  
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DATSOAEDS THIS COMPLAINT IS AGAINST ******** FROZEN FOODS FOR ORDERS SOTTED I RECEIVED WITHED VERY POORED FOODS ***** JANUARY 17, 2022 FOR $36.87 AND OCTOBER 5, 2021 FOR $45.86 RONDOAEDS AND I AM SEEKING A FULL REFUND FOR BOTH ORDERS.

  Business response

  12/05/2022

  Good Morning ******, 
  
  We were able to connect with the customer on the previous issue with her refund. We were able to make it right and received confirmation back from the customer that she was pleased with the resolution.
  
  Thank you
  *****
  
   
     
     ***********************
     Director Consumer Care
     Cell:  **************
     Shop at www.schwans.com
  
  
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had an order placed with ******** delivery that was scheduled for August 24th but received a text message on Friday, August 12th stating my delivery would be done that day. I called ******** and spoke to their customer ********************** at 9:51 a.m. to verify that I would not be getting my delivery until the date I requested. The Rep I spoke with assured me that I would be getting my delivery on the 24th and not that Friday. I was not home after 5 or so that evening and then received a text from ******** stating they had completed the delivery. When I got home the delivery was on my doorstep as well as the charge pending in my account. I called ******** right away at 7:18 and spoke to another Rep named ******* who had said it was a system error and he would be in contact with me to see how they would rectify the situation - if they would send someone to possibly pick the food up. I did not receive any calls so I called again on Monday, August 15th around noon time and the Rep told me that I had to wait 24 - ********************************************************************** I was very irritated, and it is now Wed. August 17th and I have not been contacted at all, and this is well past the 24 - 48 business hours. I feel this is awful customer ********************** as it was an issue on their end and they have no resolution available for their mistake, nor a way for me to ensure I am contacted properly and in a timely manner. I am stuck at what to do because I did not want these products at this time, which is why I scheduled the delivery for the 24th as it would be when I would have available funds as well.

  Business response

  08/18/2022

  We are in receipt of your correspondence dated 8/17 regarding the above-referenced matter. We are aware of this incident and have taken the appropriate action to address it directly with our customer and have resolved the issue in an amicable fashion. A refund has been issued for $86.72 on 8/17. Based on this, no further action is necessary by your agency. Should you have any questions, please feel free to contact us at **************. 
  
   
  ***********************
  Schwans Training and Quality Team 
  Order today at schwans.com
     
  

  
  

  Customer response

  08/19/2022

   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. I just want to note though that ******** never contacted me in regards to rectifying the situation - I had no phone call, text, or email from them, and the only way I knew was when I got notice from BBB that this was their response to you.  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an order delivered with two unsatisfactory items, they offer 100% guarantee on items. I have contacted their customer support who said they sent it to quality who reached out, I asked to be emailed for follow up which had not happened. I have tried a dozen times to reach out and cannot get a human representative to help.Order ********** Item #*** x2 for $17.98 total refund

  Business response

  08/08/2022

  We are in receipt of your correspondence dated 8/5, regarding the above-referenced matter. We are aware of this incident and have taken the appropriate action to address it directly with our customer and have resolved the issue in an amicable fashion. Based on this, no further action is necessary by your agency.
  
  Should you have any questions, please feel free to contact us at **************.  
  
  

  Customer response

  08/10/2022

   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.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  my order from schwans was supposed to be delivered today and it was ordered on july 7th and a supervisor helped me to get it ordered as this company has done this before to me. The last time they pulled this on me they kept changing the order about 4 times and then i finally got someone to ship it to me and that was the only way i wouold get it. They keep giving me excuses that they are short on drivers and that kind of thing. and yet they keep scheduling my orders to come. this time it was supposed to come bertween 12;00 and 3;00 today. and once again it has not come. so i am asking you to intervene for me and find out what their problem is. they should not be in businness with this kind of thing that they pull. i am fed up with them and will not order from them again. Today July 25th I finally got an order delivered to me after some different times of them changing it again. And this time they charged me more than it was supposed to be. It was supposed to be $312.80 and it was $317 something. And then not everything came. They shorted me 1 of the chip and mint sundae cones and 3 of the signature silvermint ice cream bars and when I called them up I talked to someone by the name of ***** and she tried to argue with me asking me how it came to be the other amount and I kept asking her 3 times for a supervisor and finally when I asked her for the 4th time she told me it would be a couple of days before they could call me back. It has never taken that long before to talk to someone and she did not want to give me one. She had a bad attitude. This company needs to make things right for me as they have caused me nothing but trouble in the past. I would never order from them again. They have terible customer **********************. They need to call me back and make things right with me and get rid of that ****** person.

  Business response

  11/15/2022

  Hi ******,

   

  We are excited to let you know we were able to resolve the original billing issue with our customer.

  They have decided to try our new services!

   

  Thank you

  *****

  Customer response

  11/15/2022

   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.  Their corporate office called me the other day and told me that they have new leaders now and that they have made changes in their business and that is very good for me to hear and now I am a customer of theirs once again.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was supposed to get a delivery today and I never got my delivery I waited and waited and then I called the number and they said oh the delivery person will be there in 30 to 60 minutes and I still waited and waited and then I get told that all they couldn't make it to my to my door or something.

  Business response

  11/23/2022

  Hello ******, 
  
  We were able to connect with our customer about the issues they had. We were also able to resolve the issue and they are giving us another try!
  
  Thank you
  *****
   
     
     ***********************
     Director Consumer Care
     Cell:  **************
     Shop at www.schwans.com
  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On my last order, there were 2 items which were NOT like the picture on the packaging. The strawberry ice cream had NO fruit in it, which is very unusual because I've had this product many times. The 2nd item was steak potatoes which had about 5 pieces which were moldy & black. Evidentially, when the potatoes were being cut, there was a rotten, moldy one which got thru unseen. My potatoes were a back order and I was charged $7.99 according to my receipt. The ice cream was $6.49 which is the usual price. *****, customer rep, REFUSED TO GIVE ME BACK A CREDIT IN THIS AMOUNT. She claimed the potatoes were only $6.99 which is not what they were when I bought them. The ice cream was only $5.99 which was another back order. In addition to shorting me on these items, she also took off $2.00 because there was a coupon $10 off on a $100 order. These items were BACK ORDERED ITEMS and NOT included in that last order which was almost $300. PLUS, I had a credit of $11.10 on my account which suddenly disappeared. ****** always puts refunds on your account as "rewards dollars". So, I should have $14.48 REFUNDED (ice cream/potatoes) + $11.10 which = $25.58 rewards/refund I could use for my next & last order. But, ****** is ONLY REFUNDING $20.70. When I asked them about this, another cust rep could not explain it. She said another rep would call in 2 days. THIS NEVER HAPPENED...... Plus, a rep I talked to about a different matter & new shipping rules, told me that there is FREE SHIPPING until 9/3/22. When I placed an order I put the code in SHIP22 and it REFUSED it because i didn't order $60, which was NEVER DISCLOSED THERE WOULD HAVE TO BE A SPECIFIC AMOUNT. ALL THESE PROBLEMS HAVE HAPPENED SINCE THE NEW OWNERS ARE TAKING OVER. I want this $25.58 REFUNDED TO ME IN THE FORM OF A CHECK. IF THIS CANT BE DONE, I WANT "FREE" SHIPPING FOR THE NEXT ORDER WHICH WONT BE $60. I NEED TO USE THIS REFUND AMOUNT BEFORE I LOSE IT SINCE THERE IS NO MORE HOME DELIVERY AND I HAVE TO USE ****

  Business response

  07/13/2022

  We are in receipt of your correspondence dated 7/9, regarding the above-referenced matter. We are aware of this incident and have taken the appropriate action to address it directly with our customer and have resolved the issue in an amicable fashion. Based on this, no further action is necessary by your agency. Should you have any questions, please feel free to contact us at **************.  
  
   
  ***********************
  Schwans Training and Quality Team 
  Office: ************
  Order today at schwans.com
     
  

  
  

  Customer response

  07/15/2022

   I am rejecting this response because:
  
  I don't know what world *********************** (******** person who answered complaint) lives in BUT THIS MATTER HAS "NOT, NOT, NOT" BEEN SETTLED. IN FACT, ****** HAS NOT EVEN CONTACTED ME AFTER MY LAST PHONE CONVERSATION WITH THEM. AT THAT TIME, I WAS TOLD SOMEONE WOULD CALL ME IN A FEW DAYS....NEVER HAPPENED.

  ******** guarantee is 100% satisfaction guaranteed...one of the options is a full refund BUT they wont return the amount due ($25.58) to my card.  They will ONLY give me reward points.  I DONT WANT REWARD POINTS, I WANT MY MONEY BACK....IN FULL.  Somehow, they are suddenly taking off amounts that dont apply to this return. 

  Customer ********************** has gotten "horrible" since the new owners took over a few months ago. And, that is when the problems started.  I ordered 3 different items, they were inferior and wanted my money back but they are fighting me on this. If they wont return the *** to my card, then SEND ME A CHECK FOR THE FULL AMOUNT OF $25.58.  They are suddenly deducting amounts from a promotion which doesnt apply to my order because it was a back ordered items which they are evidentially disputing.

  $25.58 is DUE and that is what I want back. I'm a 2nd generation ****** shopper.....BUT NO MORE........ 

   

  **********************************

   

  Business response

  11/02/2022

  Hello ******, 
  
  We were able to connect with the customer and ensure the original issue of the Advertising Issues was taken care of and offered another chance to try our new Digital Service! The customer decided to give us another try and we are so excited to have them back!
  
  Thank you, 
  *****
  
  
   
     
     ***********************
     Director Consumer Care
     Shop at www.schwans.com
  

  Customer response

  11/02/2022

   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.

   

  Their response is correct.  this matter has been settled and if there are any problems when I submit my next order, I will contact BBB again.

   

  Virginia

• Initial Complaint

  05/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 28 Schwans delivery day left 9 1/2 gallons of ice cream, apple pie, carmel ***** rolls. Apparantly they were filling back orders that were never delivered yet stayed in their system without the customers consent. Each time you place an order it should show the customer what is coming in your order. Most everything they offered has been on back order due to covid just like everything else. Yet on this day I had no warning I was being left 9, yes I said 9 1/2 gallons of ice cream on my porch to be ruined. I called Schwans immediately and have received nothing but problems. One agent said the driver would be back that night to get the products I mean who has space for all this frozen food. Then I called the next day and was told that wasn't true but went through everything and the agent submitted a refund. May 10, no refund so I called to yet get the run around again. After going through 4 agents I finally got one that seemed to know her job and I'm still waiting on a refund. The service is extremely poor I suppose this is everyone's problem now because I haven't come across one business that treats customers properly. Schwans is disgraceful. Yesterday was delivery day just to have the truck pull up in front of the house NO KNOCK NO DOORBELL JUST DRIVE OFF. I'm done with them but I want my refund. I can't be response for complete ignorance on Schwans part and they MUST make this right. I'll file a complaint with the *** because if people don't start standing up for themselves these box companys are going to continue to walk all over people!!

  Business response

  11/23/2022

  Hi ******, 
  We were able to connect with the customer about the delivery issue and make sure everything was set right. The customer was satisfied and placed another order with us!
  
  Thank you, 
  *****
   
     
     ***********************
     Director Consumer Care
     Cell:  **************
     Shop at www.schwans.com
  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I did an online chat with an employee named **** on 2-23-22 requesting they close my account and remove my name from receiving emails. My account was never closed so I called the company on 4-8-22 and spoke with ******* who accused me the account would be closed immediately and all correspondence stopped. I still online to receive emails daily. I called the company again today and spoke with ***** who told me I had been removed from the "route" which I never requested. She told me it takes time but they will eventually close the account. Well it has been close to 60 days since the original request with no results. Apparently they have no intention of closing the account. Hopefully you can help.

  Business response

  11/15/2022

  Hi ******, 
  Based on the nature of this issue, and the request from the customer to not be contacted, we made sure they were 100% removed from our systems.
  
  Thank you
  *****
  

  Customer response

  11/17/2022

   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.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my first online frozen food delivery with Scwan's.com, delivery Monday, 03/21/22.Upon trying (1/4 bags bought) the mozzarella sticks first in deep fryer per bag instructions, the "2 1/2 minutes"came and went. Mozz sticks were still soft, never crisped up and cheese exploded out all sticks ruining my fryer, which I'd never had any problems with prior to ******** products. Next I tried same mozz sticks in oven per bag's instructions. After per-heating and baking, sticks were , again, still flimsy, unable to crisp up and cheese blew up all over baking pan. Called and complained, told "call back to you (me) coming." Never received after demanding refund.

  Business response

  04/07/2022

  We are in receipt of your correspondence dated March 25th, regarding the above-referenced matter. We are aware of this incident and have taken the appropriate action to address it directly with our customer and have resolved the issue in an amicable fashion. Based on this, no further action is necessary by your agency.  Should you have any questions, please feel free to contact us at 1-888-SCHWANS. Thank you
   
  ***********************
  Schwans Training and Quality Team 
  Office: ************
  Order today at schwans.com
     
  

  
  

  Customer response

  04/07/2022

   I am rejecting this response because:   Dear BBB: Yes, These pathetic ******** people did refund the funds back to my credit card, the means I paid,

   HOWEVER, I am receiving non-stop calls (despite telling them to stop contacting me), non-stop texts (despite typing "stop" and sending) saying, "Your

   ******** driver will be stopping by!!!!" (NEVER WANT THEM STOPPING BY, HAVE NOTIFIED MY GATED COMMUNITY TO NEVER LET THEM ENTER; their

   driver recently just showed up at my door, carrying a bag of them same, aforementioned crappy mozzarella sticks, NEVER ORDERED) and I have no way 

   to delete my account with ********,they make it so you can only postpone a delivery date for later....PLEASE GET THEM TO STP CALLING, TEXTING AND 

   TO DELETE MY ACCOUNT....JUST notifying my front gate at home isn't always the solution as young security are lapse in their judgements.
  

  
  

*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. ↩