ComplaintsforHazeltons Gift Baskets

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on January 23, with the order number ORDER NO. HC8310771 As of today, January 29, the order has not been delivered, and I am deeply concerned about the condition in which the flowers will arrive if they are delivered at all. I understand that unforeseen circumstances can lead to delays, but the lack of communication and resolution from customer service team has left me frustrated and disappointed. This situation is further exacerbated by what I can only describe as the worst customer service experience I have ever encountered. Despite my attempts to seek assistance and clarification on the status of my order, no one has been able to provide a satisfactory explanation, process a refund, or arrange for a replacement. It is unacceptable that I am left in the dark about the status of my order, especially when the promised delivery date has long passed. Additionally, I forgot to mention that I paid extra to expedite delivery. I insist on immediate action to rectify this situation: Provide a clear and detailed explanation for the delay in my order.Guarantee the delivery of the flowers in pristine condition, or arrange for a replacement at the earliest possible time.Process a refund for the inconvenience and lack of service I have experienced. I appreciate your immediate attention to this matter. Thank you!

  Business response

  02/05/2024

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

  The tracking information for HC8310771 included above indicates that the order has already been delivered. 

• Initial Complaint

  11/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a double chocolate pecan pie from ********** for Thanksgiving and they delivered a generic pumpkin pie. I paid almost $39.43 for a pumpkin pie. I contacted customer service and they said by purchasing I agreed to their policy which states that they can substitute for something else. This is a scam and false advertising. Do not use this company, they lie and will steal your money.BUYER BEWARE!

  Business response

  11/24/2023

  We appreciate your feedback and apologize for any confusion caused. Upon reviewing your order, we found that you had selected our product that explicitly states the possibility of substitution in our policy, which you agreed to when making the purchase. As a result, when the specific double chocolate pecan pie was unavailable, our team provided a comparable alternative, the pumpkin pie.
  
  We understand that this substitution was not what you expected, and we sincerely apologize for any inconvenience caused. However, it is important to note that our policy regarding substitutions is clearly outlined in our terms and conditions, which you agreed to during the ordering process. Since your situation does not qualify for a refund based on our policy, we are unable to process your request. 

  Customer response

  11/27/2023

  Your response is a joke!  Your company is a scam and a fraud!  When someone orders a product, they expect the product they ordered to be delivered.  I did not agree to any policy regarding substitutions outlined in your terms and conditions when ordering.  This must be in your fine print on the bottom of your website that no-one reads.  It was not displayed during the ordering process.  

  I ordered a special custom pie which is why I ordered from your website.  If I wanted a generic pumpkin pie, which I can find in any supermarket I might add, why would I order a $40 pie from you?  Your company is a scam and I am warning other online buyers to beware of your company's fraudulent business practices.  

  You don't deserve to be in business.  What a joke your company is... a customer orders a specific item and your response is that you have the right to substitute for something else that's completely different.  WHAT A SCAM!!!!

   

  Customer response

  11/27/2023

   
  Complaint: 20907312
  
  I am rejecting this response because:Your response is a joke!  Your company is a scam and a fraud!  When someone orders a product, they expect the product they ordered to be delivered.  I did not agree to any policy regarding substitutions outlined in your terms and conditions when ordering.  This must be in your fine print on the bottom of your website that no-one reads.  It was not displayed during the ordering process.  
  
  I ordered a special custom pie which is why I ordered from your website.  If I wanted a generic pumpkin pie, which I can find in any supermarket I might add, why would I order a $40 pie from you?  Your company is a scam and I am warning other online buyers to beware of your company's fraudulent business practices.  
  
  You don't deserve to be in business.  What a joke your company is... a customer orders a specific item and your response is that you have the right to substitute for something else that's completely different.  WHAT A SCAM!!!!
  
  Sincerely,
  
  *********************************

  Business response

  11/27/2023

  Thank you for your complaint. We understand that you are dissatisfied with our substitution policy. However, we would like to inform you that most gift basket companies have a similar policy of substitution. This is intended to ensure timely delivery and customer satisfaction.
  
  We would like to direct your attention to two specific links on our website where our substitution policy is clearly stated:
  
  ***************************************************************************************

  
  We understand that you may have missed these links during the ordering process, but we assure you that our policies are not hidden in fine print and are readily available on our website.
  
  While we understand that you specifically desired a **********, our substitution policy ensures that we can provide an alternative of equal or greater value if a particular item is unavailable.
  
  We suggest that when ordering from gift basket companies, you review their substitution policies to avoid any future disappointment. However, if you choose to order from us again, you should be aware of and accept our policies.

  Customer response

  11/27/2023

  It's unfathomable that you would think that would you did was the right thing to do.  That is scary and terrible business practice.  I ordered a double chocolate pecan pie - you sent a generic pumpkin pie that I can find anywhere. You just can't substitute and think this is fine! 

  Your business is a scam and practicing fraud behavior.  The right thing to do is not take someone's money by false advertisement.  You should be ashamed of yourselves!  I would never visit your website again and I hope other people heed this warning and don't as well.  When someone orders a gift basket and you substitute for another gift basket may you can try and get away with it, but a completely different pie is outrageous.  I am pretty confident that you don't even sell a chocolate pecan pie and only use false advertising for it to steal money from people and deliver a generic pumpkin pie a customer can find at a supermarket for 5 dollars.  What a joke of a company!  

   

   

   

  Customer response

  11/27/2023

   
  Complaint: 20907312
  
  I am rejecting this response because:

  It's unfathomable that you would think that would you did was the right thing to do.  That is scary and terrible business practice.  I ordered a double chocolate pecan pie - you sent a generic pumpkin pie that I can find anywhere. You just can't substitute and think this is fine! 

  Your business is a scam and practicing fraud behavior.  The right thing to do is not take someone's money by false advertisement.  You should be ashamed of yourselves!  I would never visit your website again and I hope other people heed this warning and don't as well.  When someone orders a gift basket and you substitute for another gift basket may you can try and get away with it, but a completely different pie is outrageous.  I am pretty confident that you don't even sell a chocolate pecan pie and only use false advertising for it to steal money from people and deliver a generic pumpkin pie a customer can find at a supermarket for 5 dollars.  What a joke of a company! 
  

  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Hazeltons Gift Baskets, an online order number HU4981241, It was a cake and fresh strawberrys.I ordered it the next day, but it didnt not arrive until 6 days later so it spoiled.I talked to Customer Serrvice and they are trying to blame me for the order being placed after 2 pm or something like that. Regardless of the time or date I placed the order, it was not packed on ice and it was not labeled pershiable!The food and drug administration clearly has laws on sending fruit that is pershiable.***-2011-N-0921 And it is a violation.I asked for a refund or send it again packed right.I was told that there was nothing they can do.I have not complained to the *** because I understand that mistakes happen.But it this dose not get resolved then something must be done so people do not get sick and recieve birthday cakes spoiled.

  Business response

  10/19/2023

  Upon reviewing the details of your complaint and our internal records, we found that you claimed the order arrived damaged and spoiled due to a late delivery. However, we were unable to verify this claim as you did not provide us with any valid documentation or evidence supporting your assertion.
  
  It is important to note that our customer service team did mention the possibility of delayed delivery for orders placed after 2 pm. While we understand your disagreement with this policy, we have implemented it to ensure the quality and freshness of our products during transit.
  
  Although we were unable to confirm the validity of your claim, we would like to express our commitment to customer satisfaction. As a gesture of goodwill, we have issued a 50% refund for your order. The refund was processed on October 5th, 2023. Proof of customer service interactions between October 3rd and October 5th can be provided, if necessary. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 4, 2023, I placed an order for the Bistro de ***** wine gift basket for $154.99, which was a gift for my parents' 50th wedding anniversary. I paid extra for 2 specific wines they liked - *********************** Sauvignon Blanc and ******************** Private Selection Merlot. Not only was the delivery almost a week late but NONE of the gourmet French products advertising on the website were included in the basket. And neither one of the wines I special ordered were included either. I asked for a refund and they refused, saying that "substitutions" were allowed. This was blatant false advertising. There was literally nothing included in the basket that was advertised on the website.

  Business response

  09/26/2023

  We understand your frustration regarding your recent experience with the Bistro de ***** wine gift basket and we apologize for any inconvenience caused. However, we would like to remind you that at the time you placed the order, you agreed to our substitution policy which states that we may make reasonable substitutions of items of equal or greater value. This policy is clearly described on our website and accepted by the customer at the time of purchase.
  
  We apologize for the late delivery of your gift basket and for not meeting your expectations regarding the specific wines and gourmet French products that were not included. We would like to assure you that our team did their best to fulfill your order within the substitution policy guidelines.

• Initial Complaint

  08/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a gift basket on Aug 23rd for my brother's birthday to be delivered by August 26th. The tracking was sent and estimated delivery was to be the 25th end of day. As we live in different cities and this was a surprise, I didn't want to tell my brother to leave a note for the driver with instructions. Instead I made sure he would be there to receive the package. The address is a coffee shop, he works there every day. I gave the complete address with business name (as you can see on the screenshot from the Hazeltons confirmation) but Hazeltons gave the courier a shortened version of the address with NO business name. I sent to Hazeltons:************** ************************************************************************************** Hazeltons sent to Courier:***************************************************************** have no updates from the courier (I cannot reach a live agent even though the website states I am within the Live Chat hours) and the only update is that the courier could not find the Consignee and the address was incomplete. It's my brother's birthday today and I am down $119 and no basket. I looked at the reviews online both of Hazeltons Gift Baskets and Canpar (the courier) and they are awful. There are so many complaints. Customers are losing money, baskets are not arriving, if they are arriving, most likely days late, and the food is moldy or 'substituted'. Hazeltons is not offering refunds or exchanges. Tracking Number:D576003380000196490001

• Initial Complaint

  08/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I live in ********** and was traveling to ***** ************* for a special occasion. I ordered a gift basket on August 1, 2023 to be delivered to the Airbnb in ***** ************* for the occasion. When I got my confirmation email, the date to be delivered was incorrect. I had to call numerous times to get it to have the proper date it was supposed to be delivered August 9, the owner of the Airbnb was happy to receive it and set it up in our room. I looked at tracking on it he 9th, and saw that it was going to not be delivered until the 10th a day late I called and they assured me that it was going to be delivered as requested. I looked at tracking the next day and saw that it was not gonna be delivered till the 11th, which would be two days late. It ended up coming the 11th, which was two days late. The cupcakes were all smashed as you can see in the picture there were only two items that were correct and that was the bottle of whiskey and the flowers. There was nothing else in that gift basket that I ordered there were all substitutions which I was not aware of. Nobody called me and asked me what I would like as a substitute. It was very disappointing. I spent $242.77 on this gift basket and got nothing that we wanted and the cupcakes were smashed and they werent even the ones I ordered. I ordered pink velvet cupcakes and I got five little smashed cupcakes that look like they were for a childrens birthday party. I contacted them numerous times via phone and email and they will not except any responsibility or give me a refund theyre telling me that I agreed to substitutions and that I agreed to not being eligible for a refund. I wouldve never signed anything like that, or agreed to anything like that when Im spending that much money .side note, we are vegan so this basket was mindfully picked out.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On April 8th I placed an order for my friend to include her favorite *********, Veuve Clicquot. On April 11th I received a confirmation email the order had shipped with an itemized list of the contents shipped. When my friend received the basket, she sent my a picture and the Veuve Clicquot was substituted for a *********************' ********** I did not order a Rose' ********** After going back and forth with 3 different representatives and more than 20 emails, they continued to claim that the substitution fell under their 'as descirbed poilcy.' However, not only is the item subsituted cheaper than what I ordered, it is also an entirly different item. Rose' ********* is not a substitute for Brut ********** I am seeking a refund for the ********* so I can purchase what I orginially planned to buy for my friend.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I added a basket to my cart 2 days ago. I went to resume checking out and the website said my basket was empty so I re-added the same gift basket I had placed in my cart the previous 2 days. I checkout as normal and by the time I press submit order, I realize there are 2 gift baskets that I've paid for in error. I immediately reach out to customer service with their online chat, well as their phone number as well as emailed customer support to try and cancel 1 of the gift baskets that I ordered and paid for in error. No one responded to the chat. No one called me back in customer service. But I did get emails back from customer support stating that they could not cancel the order because it had already shipped. I reached back out and said I would be contesting my bill if this could not be cancelled. I then received emails berating me, first stating that they would not refund me and 2nd that I was too stupid to figure out how to order on their website. I've provided screen shots of that correspondence. The public needs to be aware of how they will be treated if they make an error while ordering with this company. I need to receive reimbursement for my extra order and I would like to speak with someone in management about how their customer service is treating their customers.

  Business response

  05/04/2023

  The customer placed an order via our website for two of the same baskets when she had apparently meant to order one. 

  Based on the shipping method the customer chose, the customer required that her order be shipped on the very same day it was placed, which limited our ability to make changes to the order.  Understandably, by the time we received the customer's e-mail requesting that one of the two items she ordered be canceled and refunded, we responded very professionally letting her know that "We'll try our best to accommodate your request, but please be advised that we can not guarantee that we will be able to modify this order because the products have already been prepared, packaged and forwarded to our shipping facility for dispatching."  We didn't state that we would NOT be canceling the additional item; simply that we could not guarantee the request, because the order was already being prepared to be shipped the same day, per the shipping method she chose.

  Customer service then proceeded to contact the fulfilment center and request the omission of one of the two baskets the customer ordered, only to receive an e-mail from the customer threatening to dispute the entire charge with her credit card company, which is considered to be a form of theft/chargeback fraud.  Naturally, we did not take kindly to this and let the customer know by stating "Thank you for confirming, in writing, that you intend to commit chargeback fraud if we can not correct an error that you made when you placed the order online", and asking her confirm if we should even bother trying to adjust her order.

  The customer's next two responses were equally unfriendly, which she seems to have conveniently omitted from her complaint  In the meantime, our fulfilment center confirmed that they were able to remove the second basket and we refunded the customer, but we let her responses were very much uncalled for, especially considering the fact that she ordered two items by her own actions.

   

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Transaction date: 1/30/2023 I ordered a gift box that included champagne and "gourmet" food items to be delivered to my daughter as a congratulations. It arrived late but that was the least of what was wrong. The wooden crate fell into pieces upon opening the shipping box, several items were crushed, boxes were opened, food was exposed and mixed in with packing peanuts, a package of soprasetta - which should have been vacuum-sealed - was opened and exposed to contamination. I reached out to the customer service contact provided and it only went downhill from there. The lies, rudeness, condescension, derogatory remarks, etc., was mind-boggling to me. I provided several emails with pictures of which they kept saying they never received. I asked several times for the name of a supervisory agent in charge and that as well was ignored. At first, I only wanted a replacement product that was acceptable. I highly doubt this type of customer service is included in their training program and find it hard to believe management would find it acceptable to treat paying customers in this manner. Now I expect a full refund and I plan on requesting a chargeback. The public should be aware if these scammers pushing a bunch of junk.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On December 31, 2022 I order the following item from this company: Its A Girl! ****************** Gift Basket I was charged:It's A Girl! ****************** Gift US$101.99 *************************** TaxUS$9.65 Grand TotalUS$161.63 The item delivered did not include Champagne, diapers or any of the items listed on the website as included in this gift basket.I understand that the actual item delivered may not look exactly like the picture on the website, or that sometimes it may be necessary to make substitutions and/or omissions. But in those situations, the replacements should be somewhat close to what is described AND of comparable value.The delivery did not include any of the items listed in the website:- French Champagne - Diapers - Pink Boots - Bunny Blanket - Ballon Also, the note/card I requested was not included.Instead, the product delivered included a teddy ***** baby hat, baby socks, baby shampoo.I contacted their customer service multiple times, and each and every time I got a reply that includes a copy/paste of a blurb that basically says 'sorry you did not like the product'I am attaching screenshots of their website and pictures of what was delivered.This company needs to either, deliver a comparable gift basket, or process a full refunt.

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