Complaints

This profile includes complaints for Graeter's, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Graeter's, Inc.

  1175 Regina Graeter Way Cincinnati, OH 45216-1998

• 

  Graeter's Ice Cream

  2282 E Main St Columbus, OH 43209

• 

  Graeter's Ice Cream

  425 Beecher Rd Columbus, OH 43230

• 

  Graeter's Ice Cream

  3762 Powell Rd Powell, OH 43065

• 

  Graeter's Ice Cream

  140 Breckenridge Ln Louisville, KY 40207-4942

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early February 2025, I purchased a $100 G******'s Ice Cream gift card for my dad for his birthday. This card was supposed to be shipped t them. On February 13, 2025, I received a tracking number for the gift card. On February 19, 2025, I tracked the number and *** said a label had been created, but they had not received the package. I emailed G******'s Ice Cream at ********************* and advised them of the situation. I received a response from them indicating I was correct: We sincerely apologize for the inconvenience and that your plastic gift card has not yet been delivered. The earliest date the gift card should arrive was on 02/13/2025 and the latest date would be 02/19/2025 as *** Ground *** had 1-5 business days of shipping period. Based on the tracking number (******************), it is stuck on Label Created, United States, 02/12/2025, 7:49 AM. Please confirm the address on file is correct: **** ***** ***** ***** *****, Sterling, New York, United States As a resolution, below are the options: 1. Re-ship the gift card to the same address. 2. Re-ship the gift card to a new provided address. 3. Refund the order. We look forward to your reply and are happy to assist further! I wrote back that same day and asked if they could send it to my address: Yes, that is the correct address. At this point in time, please ship the card directly to me as follows: ******* ****** *** ******** Dr.******************** Can you please send this via ***** one day or *** Priority so I can ensure it’s received? Since I have received no correspondence from them, despite my emails to them on February 25 and February 27. They are ignoring my emails and have not sent the gift card nor refunded my money.

  Business Response

  Date: 03/05/2025

  This should never have happened! We use a third-party to manage virtual gift cards, and the report I got back was that this was a CSR training issue that has been addressed with their team. But again, that is no excuse for the repeat failures which should have been rectified after only one call. To try to make up for this service failure I directed our team to BOTH send the gift card  AND issue a full refund. 

  And again, my sincere personal apologies to ******* for this lapse in service. We like to give our fans a first-class customer experience, and this was not it!

  Sincerely

  R****** G******
  President & CEO

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company failed to meet the guaranteed delivery date. Due to this, the item is delivered after the person special day. The merchant stated it was "due to weather," but there was no weather affecting the area. In reality, it sounds like they made a promise they could not keep and refuse to refund the shipping costs. I am looking for the shipping costs to be refunded.

  Business Response

  Date: 02/13/2025

  During the checkout process, we clearly advise customers that "While we do our best to meet your delivery date, we do not guarantee day of delivery."

  We rely on *** to deliver packages, and l *** deliveries are subject to delays due to severe weather, equipment issues, routing errors - all things beyond our control. If these errors result in product melting in transit, we will ship a replacement package for delivery the next regular delivery date at no charge, no questions asked. Severe/winter weather can impact delivery even when the weather is nowhere near the customers actual delivery address. For example, winter weather in Louisville, Kentucky, where the packages are shipped from, can impact the delivery date. 

  As part of the checkout process, customers accept our Terms and Conditions (see below):

  GRAETER'S CANNOT GUARANTEE THE DAY & TIME OF DELIVERY BUT WE DO ASSUME THE RISK OF DELIVERY, SO DON'T WORRY!!  IF A COOLER ARRIVES MELTED, WE WILL SHIP A NEW ONE!

  We will make every effort to deliver your order on your requested delivery date, but sometimes (rarely), something out of our control (like weather or equipment failure) may prevent us from meeting your desired date. When that happens, we will ship your order to arrive on the next regular delivery day (Tuesday, Wednesday, Thursday, or Friday) so long as that day does not follow a legal holiday, in which case your order will arrive on the next following weekday. We cannot deliver on a Saturday unless you requested Saturday delivery. If you requested a Saturday delivery, and we were unable to deliver on Saturday, we will deliver the following Tuesday (or Wednesday if Monday is a legal holiday) and refund the Saturday delivery premium. If you are ordering ice cream for a special event, we strongly recommend that you request delivery several days in advance so that if your delivery is delayed for any reason, we still have plenty of time to reschedule a new delivery in time for your event.  Sometimes, a large weather system may impact an entire region of the country. While we wish that we could control the weather, we can't. And even though it may be sunny and warm where you are, if there is snow and ice here in Cincinnati, there is a good chance that your package will not go out as planned. When we anticipate that weather conditions may prevent timely deliveries, we will hold shipments until weather conditions clear. Please note that we may not be able to notify you in advance if this happens. 

  Business Response

  Date: 02/24/2025

  Mr. ********* correct: there was no snow or ice at the delivery location. But there was severe weather conditions in Louisville, KY, which is where our packages are shipped FROM. Due to the ice storm that hit Louisville, we were unable to ship his ice cream out via *** until the next day. We notified him of this situation. He could have cancelled his order but chose not to. We shipped his order out the day after the ice storm and it was delivered frozen the following day. Again, Graeter's does not guarantee date and time of delivery, but rather we guarantee the safe delivery of frozen ice cream. If Amazon delivers a package late, they do not let the customer keep the contents and give him a full refund. This situation is no different. The ice cream was delivered frozen, just a day later than expected due to severe weather which is obviously outside of our control. All of this was explained to Mr. ********* in detail before he filed his BBB complaint. It is not reasonable to expect FREE products due to delivery delays caused by severe weather. Nevertheless, I told my customer service manager did issue him a refund. 

  Customer Answer

  Date: 03/08/2025

  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. 

  The company did end up giving me a refund.  However all along I have been asking for a refund of the SHIPPING CHANGES and all along they have refused to refund the $10. They ended up refunding me for the entire order, even though I never asked for that. 

  Regards,
  
  ******* *********
  

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received chocolate covered cherries as a Christmas gift and shortly after the holiday I ate one and it had a cherry pit in it. I am very lucky I didn’t break a tooth. I have called about this three times and no one has called me back.

• Initial Complaint

  Date:03/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was gifted a gift card to make a purchase from Graters, I was going to purchase for my guest at our wedding anniversary celebration, March 12 th! But I have reach out to purchase and was told this card is not in their system! I have several emails and keep getting told to contact another person, I do and that person tells me to contact another!!! Etc! I feel I am getting the run around! They sold the card and should honor it! If someone sold the card and kept the money that is not my problem! All I want is to be able to use the Gift card and an apology because they made it difficult for me to have their products for Guest at my celebration! Which costed me more money to purchase something ekse

  Business Response

  Date: 03/11/2024

  I would love to be able to resolve this issue, but I cannot find any record of a ***** *****, the phone number ###-###-#### or E-mail: ************************ in our system. In order to follow up I need some basic information. Where did she purchase the gift card and when? Who has she been calling to try to resolve the issue. Can she provide a copy of the receipt or the gift card number? With only the limited information provided in the BBB complaint I cannot find a gift card order for ** ***** and am not able to address her complaint!

  Business Response

  Date: 03/25/2024

  Again, I would love to be able to resolve this issue, but I need more information from ***** ***** in order to be able to do so. I searched the phone number ###-###-#### and E-mail: ************************ and could not find any record of an incoming communication from her. In order to follow up I need some basic information. Where did she purchase the gift card and when? Was it a gift from someone? Who has she been calling to try to resolve the issue? Can she provide a copy of the receipt? At a minimum, we need the card number from the back of the gift card to try to trace the original purchase. If *** ***** can provide some details, at least the gift card number, I will work to resolve her complaint, but at this point, all we have is a BBB complaint that seems to be asking for $100 without any backup for the gift card whatsoever. Again, we are HAPPY to work with *** ***** to resolve this issue, I just need some basic information from her first in order to follow up on her complaint!

  h only the limited information provided in the BBB complaint I cannot find a gift card order for *** ***** and am not able to address her complaint!

  Sincerely

  Richard G******, 
  President & CEO

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *****

   

  I do not have receipts for purchasing the gift card, it was a gift! The person who purchased it lives in ********* **, so I’m assuming it was purchased in one of the GRAETERS in that area! I will not go back and ask him because that is very distasteful to do something like that! I have never had so much trouble getting a company to honor their gift card! I have contacted GRAETERS when I was ready to use gift card! That’s when I was told they could not find it in their system, so they referred me to their gift card support team! I was given the run around with every one I emailed! I’ve sent pictures of gift card to their support team and still not resolved! It sounds to me that someone is selling gift cards but maybe keeping the money or this company is just not honoring their gift cards, either way this is very bad business strategy and they way things are and as hard is times are it’s sad that they are taking advantage of people! I will never recommend anyone go there and i definitely will never gift anyone with a gift card, the man who purchased the gift card owns lots of businesses all over Ky and some day I will let him know how I was treated about a gift card he purchased!
  

• Initial Complaint

  Date:01/14/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/13/24, I made a Graeters delivery order. Order-*****************,Hey, i made an order for and i received my ice cream.Unfortunately, my ice cream arrived melted, with ice cream dripping and Leaking through the bag. The driver has there heat on way to high ! I’m hosting a dinner party and this really ruined the mood , and atmosphere! SeriouslyThis is very frustrating to deal with. I contacted Doordash, and they refused to help! I talked to them multiple times, and all they could do is say sorry ! They refuse to make this right ! I am kindly asking for a full refund for the order. Next, I have to discuss this with my financial institution.Please issue a full refund to my debit card , and please make this right! Please! If I have to contact the better business bureau and my attorney general I will ! I don’t appreciate this experience and lack of response ! Make this right and please issue a full refund!

  Business Response

  Date: 01/15/2024

  We have already issued a refund to this person - detail attached.

  Below is the initial email they sent to us:

  From ***********************
  Sent: Monday, January 15, 2024 11:20 AM
  To: ******* ****** <***************************>
  Subject: Re: [1 star - 0%] (66) ****** ******* - Tattle survey completed at 01/14/24 11:37 AM - Online Order Pick-up Experience 
  I’m pissed off ! I need a full refund. I don’t appreciate this experience. It’s seems you won’t respond. Sorry, I guess I need to dispute . Fine, except to hear from my bank , and the attorney general. Goodbye

  After further investigation by our team, we confirmed have that multiple deliveries to this person's address have an extensive history of being reported as melted with demands for refunds, which we have always provided. This person even created additional email accounts to try to hide the fact that they were doing this, but the delivery address was the same. We have informed this person that we will no longer accept orders for delivery to this address and will not be issuing refunds in the future. I suggest that the BBB be on the lookout for similar complaints made against other area businesses made by this person as there is a definite pattern of placing orders than demanding refunds!
  
  

  Customer Answer

  Date: 01/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.  Eat a dick bitch.

  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:12/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The graters ice cream that I’ve been buying taste gritty not the smooth taste that I been tasting for the last 5 years. Not satisfied with product.

  Business Response

  Date: 12/24/2023

  We need to know where and when the consumer purchased the ice cream and the lot code on the bottom of the container. Our ice cream has remained virtually unchanged for 153 years. What the consumer is describing is HEAT SHOCK. It happens when frozen ice cream partially thaws, and then is refrozen. You can’t refreeze thawed ice cream. It gets gritty due to the formation of ice crystals as it refreezes. Exactly like what the consumer is describing. This happens when the product is mishandled by the retailer, either through poor handling when stocking (allowing product to sit out) or due to a faulty freezer. They can report the details on our website and we will mail them certificates for replacement product. No need to file a BBB complaint in Cincinnati for what is a retailer mishandling issue in ******** over which we have no control. If they want a cash refund, then they will need to return to the retailer from which they purchased the product with a receipt and request a refund. We cannot issue cash refunds for product bought from third parties. We do, however, always provide coupons which consumers can use to replace heat shocked product without question. The coupons are redeemable at any retailer and I suggest that the consumer try a different location or retailer since the one they bought the original pints from clearly has a handling issue that they need to resolve. Once they confirm where and when they purchased the heat shocked product we will follow up with the retailer as well to see that other consumers don’t run into the same disappointment. Unfortunately, when dealing with a perishable product like ice cream that moves through the food chain, this is a sometimes unavoidable consequence. It happens all the time to all ice cream brands, it’s the industry’s #1 problem. The sad truth is that many retailers are just careless when they handle ice cream. And they don’t care because manufacturers get the blame. Also, Graeter’s is more sensitive to heat shock as we do not fill our product with preservatives and stabilizers like many other brands. Hope this helps explain why the product you bought was gritty and if you visit our website and fill out a report we will get replacement coupons to you pronto!

• Initial Complaint

  Date:11/15/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/14/23, $20.90, two pints of ice cream. Order#- *****************, I have contacted them multiple times , and I haven’t been refunded!  I need a refund. Here’s what happened!The order was supposed to be delivered to me at 7:00pm. I received a notification that it was delivered, but I never received it ! I’ve been standing outside in the cold waiting for my order ! I made this order for my daughters, they love ice cream, so I bought them some! I just got off work and they just came home from their after school program ! Unfortunately, my kids are extremely upset at me because I don’t have the ice cream! I called the ****** ****** store and they told me to contact **** ! **** told me told contact Graeter’s! I’m extremely upset, tired, and stressed! I’m kindly asking for a full refund for the order ! I never received the order ! I’m not trying to argue or go back and forth, please issue a full refund for the order ! Next, I’ll have to contact my bank, the better business bureau,and my attorney general, because this is extremely unacceptable! I was supposed to have the order at 7:00 ! I don’t have the order ! I never received it !! I need a full refund now !! Right now !! I have never received the order!

  Business Response

  Date: 11/15/2023

  The delivery instructions were to "Leave on my chair." Not sure what happened after the driver picked up the order from our store and delivered it. The customer submitted a complaint on our online customer service portal and a full refund was issued less than 12 hours after the order was placed (stores cannot process instant refunds after 5pm for delivery orders). Not sure why the customer also filed a complaint with the BBB as we issued a full refund within 12 hours the next business day as soon as the customer's complaint was processed. Order and refund details attached. 

  Customer Answer

  Date: 11/15/2023

  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. 
  
  Regards,
  
  ****** *****