ComplaintsforEdible Arrangements

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a fruit tray from the merchant for my daughter’s graduation , and the fruit was rotten and old. Contacted manger ( Tomeka) and was informed could not refund. Manager also std the grapes had white chocolate and were not old. I sent photos and the photos clearly shows old fruit with white mold spots and pineapples were brown. I later spoke to head manager (Alana ) and she informed me that they could not refund and I can call headquarters. Contacted corporate and was informed it’s up to manager. This service was horrible with no resolution for the consumer. I spent & 85.00 on this order . I’m highly disappointed and do not have money to waste. Terrible business customer service. Asking for assistance for resolution for refund with this company. The manager ( Tomeka) was very rude.

  Customer response

  07/31/2023

  I have not heard from the business in response to my complaint.

  
  

  Business response

  09/06/2023

  Thanks for the notice on my companies status with the BBB. I reviewed the complaint made by a customer and unable to reply. The complaint was based on a fresh fruit product and made three days after being received. We reviewed the pictures of the product taken the day the product was received and determined it was not properly handled by the recipient after being received. In other words the product was received and three days later consistent with having not been refrigerated. 

   

  We did offer to make a replacement at no cost to the customer which was refused. Being that the product was mishandled and consistent with the time frame the issue was reported this is all that we could offer. 

   

  Please see attached photo of product at time of delivery.

   

  Note: the bright yellow color to the pineapple. Which difference from the pictures the customer provided where the pineapple was not refrigerated and looks more brown in color.  

   

  -Eugene

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The website ordering system is flawed and this company should invest in a better, user-friendly system that can be relied upon. I submitted an order, and learned shortly after that our event was cancelled. I then accessed the website account order history tab and selected CANCEL. This took me to a form to complete and submit with explanation. The process for this is obviously flawed because the store did not receive the cancellation. I did not follow up with a phone call but other ordering website have never failed me in the past and I assumed this order was cancelled. Please review the system to have a better guarantee for customers they can cancel an order with trust and confidence or add a line to explain the customer should followup with the store directly for confirmation. This online order system fails your store owners, and customer. Feeling extremely bad for the store owner when they called to confirm pick up, and were dumbfounded that the order was cancelled. The system failed them as well. Please invest in this update in support of your owners and customers. When your customers lose trust, you lose many customers. For reference my order number was, ************* And I am happy to be contacted for further information..

  Business response

  03/05/2023

  We apologize for any issues you had regarding the ********** website.  I do however have to inform you that you have posted your complaint towards stores located in North Carolina.  After searching our stores I was not able to find any order with the order number provided.  Edible Arrangements is a franchise system with stores being individually owned and operated.  I am not able to see into the systems of other stores outside of the stores we operate.  As franchisees we also have no control over the website.  I wanted to make you aware so you did not feel your complaint feel of deaf ears and could direct your complaint to the appropriate place.  My suggestion would be to contact customer service at Edible Corporate at (203) 774-5357.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed order er on a Saturday an then when I called to check the delivery on Monday I was told how busy they were an seeing my order was a large order it missed the delivery truck leaving at 11:30 am then o was told that the order will be there by 5:00 pm I then explained he the place was less than 2 1/2 miles from the store an I was told that they had orders that had to go to ****** an they got a fruit order being Monday an they had other orders that had work on. Those orders were smaller an some needed to go t or ****** so he was not going ti make the driver wait while he worked on completing my order just to send it up the street. An stated the other order took priority to go out. The gentleman admitted that he made a error but he was working on orders am helping walk in customers. An that they made a error an didn’t send the order until the third delivery sent out after 2:30 pm 3:00pm time from I explained the order was to go to a business an he stated to be that they should get it by five an he believed that the business didn’t close until 6:00 so they will at least go get to enjoy it for a hour. I would have had a better chance on it getting there earlier if I had wanted it for Tuesday or Wednesday. An went on to explain how he was getting fruit delivery in being. A Monday an he had alot of order that came in to go out. I explained to him how this order was placed an Paid for on Saturday to wit he explained it didn’t matter he didn’t look to seen when orders come on he just fills orders as he see fit to the supply he has. I was shocked you would think a business would take priority especially with it being ordered an paid for on Saturday. But I guess if I just order on a Monday morning an made it a small arrangement it would have gotten there before lunch.not at closing like this order arrived exactly at 5:00pm an i for one an outrageous insulted I had been calling an trying to check the status on this order seeing it was so late in the evening an it did not arrived until 5:00 pm an it was a business but other people paid for orders on Monday an got them before 5:00pm. But seeing my order went to a business an was a big order an paid for on Saturday it fell through the cracks well I fit ind am so so discouraged by the way my order was handled an his I was lied to of it going out on the second truck when in fact it never did an only went out after all the other orders had been filled an my order was going only up the street an as long as they got it there by 5 they were good. It was going to a veterinarian hospital who’s staff how cared for my stability working K9. An I wanted to them for taking care of a working K9 service dog but they supposedly got to enjoy it for at least a hour based on this stores professional. I guess being short handed causes sub par service for people who pay days in advance. Shane on this store for that.

  Business response

  02/28/2023

  ******,  it appears that this order does not apply to our store in Greensboro, NC.  We do not have an ****** in our delivery area.  Because we are individually owned and operated we do not have access to orders in other stores which means I am not able to assist you with your issue.  I would recommend that you resubmit your complaint against the proper store to ensure you are able to get assistance.

  Customer response

  02/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am filing this complaint against edible arrangement store at **** **** ** ******** ****. on 1/12/23 I ordered a birthday gift at around 10am for same day delivery order number is ************** The recipient never received the gift and I was not notified. I checked the the order status later around 2 p and I saw a message “delivery unsuccessful”. I called the store spoke with someone who stated that they will have a manager called me back. I asked the recipient of the gift who stated that her mother was home all day and did not receive a call for a delivery. I called again the next day and asked if they can deliver thE gift on Friday 1/13/23 and was told the manager will call me back. I still never received a call back from anyone. I called Saturday and Monday was told the same thing a manager will call you back. This morning I called and was told the manager will be available Sunday and they don’t do refund I am just hearing this after multiple calls. I asked for the corporate office phone was given this number **** ******* when I called I was transferred back to the store. I have never seen this level of unprofessionalism and poor customer service. All I need is my refund and at this point it’s more of a pri**iple than anything else. They can’t treat me poorly and expect to keep my money. Case refere**e number from my costumer service complain : 1st complain ******** Second complain *******. First call to the store was Friday 2:28pm Saturday 11:31 am, Monday at 2:22pm and today 9:27am. Customer service head quarter call today at 9:54. Still no follow up from anyone !!!!

  Business response

  01/18/2023

  ***,  I apologize you had issues with your order in **.  Unfortunately your complain ended up on the page of our store in **.  Because stores are individual owned I am not able to see any orders in their system to even begin to help you.  I know this is not good news for you, but wanted to respond so you could look into how to direct your complaint to the proper store.  Best, -Eugene

• Initial Complaint

  12/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased two orders. Chocolate covered Bananas were rotten. Cookies were burnt, hard, and uneven. Store production manager Wahad **** did not resolve the issue but told me to microwave the cookies for 7-10 secs. Then proceeded to explain that if he left the cookies out insects would get them. I requested full refund. He spent the entire conversation speaking about how they are trained. I purchased both orders for my daughters. We didn’t even want to consume the rest of the order. Totally unacceptable. Corporate office was always notified. Nothing has been resolved yet due to the holiday.

  Business response

  01/18/2023

  *******,  I am so sorry to hear of the issues you are having with the store in **.  Unfortunately your complaint got posted to my store in **, and because we are individual owned and operated I am not able to see orders in their system to assist you.  I wanted to respond anyways to let you know so you could investigate reporting your complaint so it shows up against the correct store.  Best - Eugene

• Initial Complaint

  12/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This complaint is against Edible Arrangements at **** ********* ********* ***** ****** ** ***** ***** ******** ORDER DATE - Thursday, December 8, 2022 ORDER TOTAL - $52.76 ORDER NUMBER- ************* This order was a same day delivery placed at 8:33AM on Thursday, December 8, 2022. I called to verify the receipt of the order after 12:00 Pm because there had not been an update to the online tracker, without asking for my name and or order number the clerk responded in hurried manner that " all online orders were out for delivery" My office closed at 5:00 PM, the order was never delivered. The following day I called, and spoke with the store manager, she ensured me that my order would be delivered today ( Dec.09.2022 ) and she would " throw in something extra" for the trouble. Again, the delivery was never made. I called again that following Saturday and was issued only a partial refund in the amount of $14.38. My total was $52.76. I have called and emailed several times, my calls from my work desk are being screened, and the manager appears to not be available anytime someone answers the phone.

  Business response

  12/15/2022

  Please note this complaint is for a store in ********* and the store this complaint has been issued against is in ***** ********.  Sorry that we are not able to assist you as we do not have access to their system as each store is individually owned and operated.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Sunday, 12/04/2022 I submitted an on line order to Edible Arrangements to have an arrangement sent to our home on Tuesday 12/06/22 as a birthday gift for our son. When it hadn't arrived by mid afternoon on Tuesday I tried to call the store. I was instead routed to their customer service department in *******. The first gentleman I spoke to said the order would be delivered before 7:00 PM. It never arrived so the following day, Wednesday, I called back. This time the customer service guy said he wasn't able to reach the local store (in ******* **) but said he would send them an email asking them to get the gift made and delivered. Still didn't get delivered. Thursday I called customer service again. After explaining the situation again I asked to speak to a supervisor. This didn't happen but the rep, "Juan" tried calling the local store again and said he got no response. He said he'd send a message to their corporate officials about the situation. As of now the order looks as if it's not been processed. Needs - I need the order cancelled and the store owner or area supervisor to call me and explain what happened. Specifically why I can't get through to the local store or get someone in charge to call me back?

  Business response

  12/15/2022

  This complaint appears to be associated to a store in ******* ** and the store being this complained is being assigned is in ***** *********  Unfortunately, we are not able to assist you with this issue as each store is individual owned and operated and we do not have access to their system. 

• Initial Complaint

  06/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Wednesday May 4, 2022 I placed an online order with edible arrangements for delivery on May 5. Order total- $89.88 Order #- ************* I received a call on May 5 stating they could not contact the recipient so they couldn’t deliver. I asked them to please stay there & let me contact. The driver had already left but I found out that they did contact the recipient, the address had been incorrect. I called them back, they were very nice & assured me that they had spoke to the recipient and would be delivering the following day. The recipient (my father) called me that evening & informed me that he spoke to them and even told them that he left the office each day by 430pm. On May 6, the day they were suppose to deliver, my father waiting at work until after 530pm expecting the arrangement. He called me as he was heading home to inform me that he didn’t receive. I went online to track the order and was given the option to cancel the order. I chose to cancel Friday evening May 6. I received an email 5/7, case #******* confirming that they received my comments & that the store owner would contact me within 48 hours if they had any questions. On May 9, I had still not heard anything so I called the corporate number to just ensure that all was cancelled and nothing else was needed. Corporate told me that they had just gotten around to seeing my message so it was too late to cancel. I explained What had happened and how the order wasn’t delivered like it was suppose to be. She looked at the records and told me they had attempted delivery at 758pm and 800pm. They were aware this was a business delivery, you have to indicate that when ordering & they had spoke to my father who told them he leaves by 430 each day. In addition, a delivery attempt 2 minutes apart does not count as 2 attempts. Corporate told me that would not refund. I have lost $90, over 2 hours of time spent on the phone in attempts to correct, and my fathers birthday surprise. So disappointed.

  Business response

  06/13/2022

  We apologize for the customer's experience.  The challenges and delays with this order have to do with the fact that the incorrect address provided initial had the order placed in one store while the corrected address moved the order to another store.  The store being addressed in this complaint does not have an active order due to the moving of the order after correcting the address provided by the customer.  We were able to locate the order and refund the order.

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Mother’s Day bundle package on Fri May 6th. Total was $100.76 (order #: *************). On arrival, notified by recipients that the fruit was molded. Chocolate covered fruit appeared to be fine. It wasn’t until they bit into them that they discovered the fruit was molded on the inside. Fruit was given directly to recipients and not left outside so this was a quality error that occurred while in the store. My sister got sick with emesis and gastro issues that evening after consuming the fruit. I got info from recipients, and called general customer service and the local store. I left voice messages, and I received a call back to send the picture to ************. I did but still did not get a response from the store, so I called the store back and finally got in touch with a rep. I could hear her manager unbeknownst to them in the background. The manager was unprofessional and rude. She minimized my complaint, telling the rep that if it’s just mold on one strawberry that I needed to get over it. She refused to come to the phone to speak with me. Did not know that we needed to take pictures of every single piece of fruit with mold on it. That is a ridiculous request. The fact that molded fruit was deliberately covered with by chocolate and then delivered to customers is disgusting. The rep initially told me that they couldn’t do anything because it’s past 24hrs. I told her that I work 12-16hr shifts 4-5days in a row and was not able to call. I demanded to get a refund and have the items redelivered. The rep spoke to the manager again, and they finally approved my request. To date, I still have not received promised refund or redelivery. Inedible fruit was delivered and service from leadership was subpar to say the least. They lied about resolving my issue and stole my money with no care. I am requesting what was promised: a refund, redelivery of what I ordered from a store that will not knowingly choose to ship out bad quality product, and a sincere apology.

  Business response

  05/29/2022

  We apologize for the issue regarding your product.  A lot of care is taken when sorting berries to ensure only the best quality berries are used.  It can happen that with the manual process of sorting berries that some get through.  Again we apologize for the issue.  During the period related to the holidays such as Mother's day there is such a high volume of orders that berries are used shortly after being delivered from our suppliers.  I am also concerned that in this complaint there is mention of a manager being referred as 'she' and we do not have any female managers located in the Winston Store or our local call center.  This will  be looking into to better understand what may have happened.  Nevertheless, the order has been fully refunded.

  Again, we apologize for the issue and the time it has taken to resolve. As we look further into this issue we will use this experience as a way to ensure this issue does not happen again.

  Customer response

  05/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Mother’s Day “To a berry Sweet mom bundle” which included a berry sweet bouquet, a spring petals mug, and a candied pecan gift. There were supposed to be strawberries and other fruit. I added a $29.99 bouquet of flowers, and added a Mother’s Day balloon. No fruit arrangement was received, no mug, no pecans, no balloon. The only thing she received was dead flowers. I tried calling the Battleground store in which it came from and was told to text a guy named “Travis” and send him pictures of it. I then had to call corporate to file a complaint because the store was refusing to get back with me. I am requesting a full refund and nobody will provide it. They literally delivered dead flowers and that was it. I want my $112 back. I am going to dispute with my card company if this Is still unresolved by next week. Despicable service.

  Business response

  07/21/2022

  The nature of this complaint is not clear.  The claim is that the only items received by the customer is the flowers.  However, with each delivery a picture of the product is delivered.  As you can see in the attached PDF for the customers order indicated in the screenshots provided by the customer there is a balloon, arrangement, flowers are in the tote that is in the back of the item, and the candied pecans would be the reason the product is in the bag.  Arrangements with just flowers and balloons get delivered with the balloon tied to the arrangement and flowers in the tote.  In this case the red bag is included to ensure that the pecans are included with the order. 

   

*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. ↩