ComplaintsforOld Time Candy Company

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I spent 56.00 on stale candy. Boxes of some items were not sealed properly they were open. All the bubble gum was so hard my kids had to spit it out there couldn’t chew them. I contacted the company they want me to bare the expense to send it back rather then sending me a label which in this case they should provide since they knowingly sent out port quality items.

  

  Business response

  03/27/2023

  Even though all of the products are well within their best buy dates, the order has been refunded.

  Customer response

  03/27/2023

  [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

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the Decade Candy Gift Box for a friend’s Christmas gift from Old Time Candy on the 22nd and it was meant to be shipped on the 29th. OTC charged my card and even sent a confirmation email. This morning I get an email stating that my order has been summarily cancelled with no contextual information or mention of refund. Upon contacting Support I am told that their system flagged me as scam, if that were the case why take my money? Further I emailed asking for a refund and they have yet to contact me back. I am incredibly disappointed with what should have been a seamless process. I would like a full refund.

  

  Business response

  12/27/2022

  Hi...  Your card triggered in our system as fraud. Your card was authorized, but never charged.  We were closed due to weather and the holiday from 12/22/22 at 2pm, until this morning.

   

  Please contact your bank for further information.

   

• Initial Complaint

  06/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order #****** on 5/26/2022. The total purchase amount WITH shipping insurance through the company was $200.01. I got a notification on 6/3/2022 that my order had been delivered. Upon arriving home around 8pm that day there were no packages. I contacted ***, and they stated that the package does say delivered - but it could have been delivered to the wrong address or stolen. They told me the shipper (Old Time Candy) is the responsible party, so to contact them. I reached out to Old Time Candy on 6/6/2022 and inquired about the shipping insurance I purchased from them in regards to the order I never received. *****, the representative I spoke with told me that the shipping insurance is solely to cover ***, not the consumer. She was beyond rude on the phone, and said “sounds like your shit out of luck” before hanging up on me. I would like a refund of $200.01 I paid for the product AND shipping insurance. Had I known they weren’t going to follow their own guild lines and “protect our purchases if lost/stolen/damaged” I would have never ordered. Now I’m out the goods I ordered AND the money.

  

  Business response

  06/07/2022

  The shipping insurance is to help us pay *** to track lost and/or stolen packages.  We reached out to *** and this is their reply.

  "Thank you for reaching out to us. My sincere apology for the inconvenience this has caused you. I understand that the customer did not receive this shipment. However, upon checking our record indicates that the customer utilized their *** My Choice Account and process an authorized shipment released for this package. Please be advised that utilizing this feature removes *** from any liability for a lost or stolen packages.s 

  Because you have this setting in your *** account, you can no longer order from us and expect a refund for lost packages.  You should have gotten a refund, some time this morning.

  Sorry for the confusion.

   

• Initial Complaint

  11/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased product from this company, it arrived broken, but when I reached out to the company they said that there are no refunds for damaged products. I explained that the product was not damaged in shipping, but rather damaged when packaged as evidenced by the fact that the boxes are all fine without dents, marks, etc. but the inside contents were broken. Every single stick in the box was broken - and the sticks were inside a box, wrapped in plastic, inside another box, wrapped with packing materials. They were well protected inside the box during transit, they were simply broken when packaged. I was sent damaged goods and the company refuses to refund the money or offer a return. Further, on the website, they offer a "100% Satisfaction Guarantee" which details their return policy. That said, when I reached out, they said no refunds, then simply stopped responding. This is the satisfaction guarantee page: https://www.oldtimecandy.com/pages/satisfaction-guaranteed This was their response: " Hello ******, I’m sorry to hear that so much of your stick candy was broken. Stick candy is very fragile and some breakage may occur in shipment. We will do our best to pack it but we cannot offer refunds or returns. Unfortunately stick candy breakage is not included with the shipping insurance. Thanks for your candy order. https://www.oldtimecandy.com/pages/shipping-insurance Regards, ***** ************  OldTimeCandy.com "

  

  Business response

  11/26/2021

  Hi ******,

  We will refund you this time only, even though every stick candy page has the warning of breakage during shipment.

   

  hope you had a nice Thanksgiving!

  ****

  Customer response

  11/26/2021

  [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. 
  

  Note that only the Product Detail Pages for stick candy have that note, and that you can purchase products directly from the landing page for stick candy as I did. I did not expect the full order to be refunded, only for the broken merchandise. Honestly, if your customer service had not simply told me that nothing could be done and stopped responding, I wouldn’t have pursued this further. A little bit of empathy for the customer would have gone a long way.

  Thank you for processing the refund. I’m more than happy to send a follow up payment for the items that were not damaged. I don’t expect items for free, only to not be sent damaged items. Now that I see the warning on the PDP pages, I understand the response. You should add that same warning everywhere you can add the product to the cart, not just the detail pages - not all customers will see that.

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

  
  

*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. ↩