ComplaintsforGodiva Chocolates

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have ordered a product - it was a CHristmas promotion The day AFTER I had confirmation of my order AFTER my card was billed - I was sent an email the card did not go through They would gladly sell me the product at the new price THIS IS the second year in a row with the exact same issue - I have spent countless hours on their site - make careful choices, ordered - and they delete the order - THEY HAVE never ONCE honored a sale price or promotion I have signed up and paid for! I DO NOT want my money back - I WANT THE PRODUCT shipped as a gift as advertised!!! They do not want to do business when I have small purchases so they make up untrue stuff TWO years in a row!!

  Business response

  12/15/2023

  I have reviewed our records and unfortunately can not find any orders placed when searching by the name, email address or phone number provided with this complaint, so unfortunately, I'm not able to review any history as described.

  I have reviewed both emails that Ms. ****** sent directly to Godiva, last year and this year. 
  

  In reviewing last years email, Ms. ****** was trying to use a 20% merchandise promotion and our free shipping promotion on her order.  Unfortunately, when she applied the 20% discount to the merchandise total, the order no longer met the minimum threshold to receive the free shipping promotion, so a shipping charge was added to the order.  Ms. ****** indicated that she did not submit the order and went elsewhere to make her purchase.

  Her email this year indicates that she placed an order and her card was charged, however again, I am not finding an order in our system that matches the information she provided.  If Ms. ****** can provide us with her order number from the confirmation she indicated that she received or screen shots of the confirmation, I would be more then happy to review the order, apply any discounts that it qualified for and ensure that it ships out as she has requested.
  

   

   

  Customer response

  12/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21009583, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

   

  obviously they did not look hard.  I had it shipped to ****** ****.  Which I clearly stated in the complaint 

  my confirmation is attached 
  
  Regards,
  
  ****** ******
  
  
  
  
   

  Business response

  12/15/2023

  We thank Ms. ****** for providing a screen shot of her order.  I was able to view the order that was placed and determine that the order was cancelled due to Godiva not being able to authorize the credit card.

  Godiva is shipping the tin ordered to Mr. **** on behalf of Ms. ******, including her original gift message at no cost as our apology for this experience. 

  The replacement order is Order #********* and will be delivered to Mr. **** next week via UPS.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Expired Godiva chocolates are sold at the Macys store in Exton mall, Exton PA

  Business response

  11/07/2023

  We are very sorry you had this experience with a Godiva product and appreciate you bringing it to our attention. 

  We have made our quality team aware that Macy's in Exton, PA is selling Godiva products that are past their best by date so they can reach out to Macy's to have that product removed from the shelves.

  If you purchased an out of date product, can you please provide us with the Lot & SKU (or UPC Code) on the item, the best by date printed on it, and your address so we can get that replaced for you with something of comparable value.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned the box with chocolates but Sherry is not giving me my refund. I filed the dispute with Amex but they will not release fund. She stole my $100

  Business response

  06/14/2023

  This customer placed her order for standard delivery which is 5-7 business days.  The order was delivered within that time frame, customer stated she would not receive the product in time for her trip. She contacted the customer service center and was explained that she can refuse the order and when our shipping department receives the item she will get credit as a full refund.

  Customer refused that option and that time and stated she was on the other line with American Express filing a dispute on the charge at this time because she was going to be given provisional credit. 

  At this time  the banking procedure for a dispute has to be followed within the regulatory banking guidelines.

  Customer response

  06/14/2023

  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, details of the offer I reviewed appear below.
  
  She refused to provide refund from day one. American Express does not release funds until Sherry approved. I did not get refund from amex but ofcourse I am dealing with them since I have to pay 109 to them
  
  Regards,
  
  **** *****
  
  
  
  
   

  Business response

  06/14/2023

  The credit has been issued to the consumer at this time, and the charge back from American Express will be disputed that she had filed.

  Customer response

  06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  **** *****
  
  
  

• Initial Complaint

  10/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Dark Chocolate truffle lover's gift set for my friend's birthday on Oct 10. The package was shipped on Oct 11 but in the package, there was only 6 pieces (the correct order was 24 pieces plus 6 pieces). When I contacted Godiva and sent them the package picture, I was told that the item was out of order and I was asked whether I could accept a replacement with the same value. I wrote back immediately that I agreed on the replacement. Godiva then sent me an email on Oct 14 that they 'd ship the replacement. When I asked whether they could give me a tracking #, I was told when they ship it I'd received the tracking #. Now is 10/22, I still do not receive the tracking#/shipment. The company should indicate the item was out of order rather than allowing me to order and sent the greatly reduced package. I paid over $17 for the shipment but now they refuse to send the replacement immediately (it way passed my friend's birthday). Such way of doing business and treat customer is so bad. I want the company immediately send the replacement and compensate the lost time and distress caused me, and apologize for such behavior. I want the event to be known to the customers that the company cannot do business in this way in the future.

  Business response

  10/27/2022

  Hello,

   

  The customer contacted our contact center in reference to her order and that the wrong item was received  .  At this time the company is going under a new management order system and  we are attempting to send out orders as fast as we can. The customer was contacted and the shipping will be waived on her order to the credit card  and the company is also sending her appeasement for her dissatisfaction with her most recent 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. ↩