ComplaintsforGodiva
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered candy from Godiva chocolates. Because of confusion with their website, I processed TWO orders. I couldn't reach them to cancel one of the orders--and when I got through to them this morning -- ************** -- I was told that the customer has 10 MINUTES to cancel the order-- and that the best that could be done for me was a 10% discount--and as a special favor, MAYBE I CAN RECEIVE A SECOND 10% DISCOUNT.This is ridiculous and unconscionable. The reason that two orders were placed is Godiva's bad website design. The 10 minute cancellation time is ridiculous and very bad customer service.Business response
06/26/2024
Placed order #1 - ********* on 06/25/2024 at 6:42:37 pm and order #2 - ********* on 06/25/2024 at 6:52:53 pm. Contacted us via phone on 06/26/24 at 09:05 am requesting 1 to be cancelled. Agent informed consumer that order was processed and no longer in a status that could be cancelled. As a one-time courtesy, a full refund of $47.03 will be issued to the 2nd order, *********. Please allow 5-7 business days for processing for the refund to show back on the MasterCard ending in ****. Both orders will be delivered as we are not able to cancel or return the shipment.Initial Complaint
11/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Original Order No. **********. Date Ordered: 10/29/23. The new order was placed on 11/06, the order number is *********. The total payment amount is $145.00. I placed the order one week ago, but received nothing after one week. So I contacted the customer service, then they said there was no order in your account. Then I sent them the screenshot for my account to show them I placed the order. Then they admitted that oh, it was a system error. They did not receive the order information. Then they asked me to place a new order, and it took me about an hour for the new order in the chat, and I did not receive the confirmation email after I made the payment. So I contacted them again, and after receiving the email I found out they placed a wrong item for me. Then I had to contact them again to make the correction, they said no changes could be made. Then I requested to cancel the order, they said that was not an option. Now I am requesting either correct the wrong item from #**** to #****, or cancel the order and issue a refund. This is a mistake made by the Godiva customer service agent, it does not make any sense for me to take this result. I need a cancellation or correction. Otherwise, I have to chargeback. This is really the worst shopping experience I ever had.Business response
11/21/2023
Original order was placed via ou* ************** website, however, encountered a system issue and did not upload from the website to our order system. Customer chatted with one of our reps, who apologized for the system issue and took the customers order via our live chat option. A payment link was provided to the customer for privacy purposes, which was used and applied to the order. Once payment was received, the order started processing. Shortly after, the customer came back and noted that one of the items was a mistake, however by that time, the order had processed and moved into a shipping status where changes can no longer be made. The chat history was reviewed, and the item numbers provided by the customer matched the item numbers that were entered on the order and a confirmation of that order was sent prior to payment being applied to process the order. We did escalate the initial order system to the appropriate departments to ensure that orders that are placed on our website flow to our order system. We also escalated the customers experience to our management team, who called and left a voice mail to follow up, as well as sent an email apologizing for the experience.
Unfortunately, because the items on the order were the item numbers provided by the customer and the order had processed once payment was provided, there is nothing further we can do to change the item ordered and shipped.
Initial Complaint
10/24/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Godiva refuses to remove my email address from their database. They have an "unsubscribe" link on their emails, but it hasn't worked for weeks (they state that they have IT "on it"). They have recently been sending at least 1 email per day. I might have bought from them once in the past **** years. I do not want to be on their email list. I have sent requests to *********************************** ************************************ and *********************************** Feedback states that privacy has to handle email removals, but ********************************** will not answer. It is unacceptable that they have begun using my email address after all these years without my concent. I would have opted out of promotional emails when I ordered **** years ago. I just want my email deleted from their database. It should not take multiple emails, still to no satisfaction.Business response
10/24/2023
**************** reached out to Godiva on October 17th requesting to be removed from our marketing email list. She had tried to click on our unsubscribe button, which did not work for her. Godiva is aware of the issue with the unsubscribe button and has an escalated IT team working on fixing the issue causing it to not work for our customers. ************* is not able to make changes to customer information for privacy reasons. The other option to opt out of emails is for customers to send an email to ********************************** with their request. The request needs to come directly from the customer's email address associated with the account for verification purposes. *************** has 30 days to fulfill these requests, with most only taking a week or two to be completed.
We have received ******************** request and have also asked our privacy team to escalate the request to be done with their next round of processing, so she should stop receiving our emails, as requested, shortly.
Customer response
11/02/2023
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 and the matter has been resolved.
Sincerely,
*******************************
Initial Complaint
08/23/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order on December 17, 2022 on the GODIVA (Web Order **********). When I placed my order, I put a delivery address of a PO Box in ********* but..because GODIVA does not deliver to PO Boxes, my order sat in the GODIVA system for 12 days and nothing happened. It did NOT get shipped, nor did anyone figure out there was a problem!Software exists to PREVENT your customers from being able to PURCHASE items if you do NOT ship to their address. Then, customers like me will be made aware BEFORE purchasing an item that it cannot be shipped to their selected address.Ever since this happened I have EMAILED DOZENS of individuals who work at GODIVA and not a single person has EVER contacted me back. AFTER A YEAR of emails. I'm pretty shocked that a large company like GODIVA does not have these types of safeguards in place on your website so customers do not get disappointed. I'm equally shocked that no one answers emails.Business response
08/23/2023
In the shipping information for customers it is stated as follows:
"This service does not offer a tracking and delivery notification service.
Whenever possible, it is preferable to deliver to a physical address."After reviewing the customer had contacted the contact center via phone before the email was responded to the customer . Customer was using two different emails and 2 different phone numbers when contacting the customer service center.
Customer response
08/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:This email does not respond to my claims that this company has a flaw in their online ordering system in which the customer will pay for goods but their order will never reach them. In addition, customers have no recourse, as emails and phone calls to this company are never returned.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
08/31/2023
Please accept our sincere apology for the experience and disappointment. All information you provided has been reported to the appropriate department to resolve. We appreciate hearing from our customers as Godiva prides itself on superior customer service as well as our world-renowned chocolates. Your comments and your satisfaction are very important to us. The hours of operation to speak with a contact center agent is located on eastern time zone. Please accept a 25% discount that can be applied to your next order for the any inconvenience this may have caused.
.Customer response
11/08/2023
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 and the matter has been resolved.
Sincerely,
*********************
Initial Complaint
05/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I cannot get anyone at corporate Godiva to answer a question for me. All I want to know is how to get a product or even if it is available. Please read the attached letter.Business response
06/08/2023
This customer contacted customer service and and was explained that white chocolate bars are not available at this time
The inventory that is available is located on our website at **************
Customer response
06/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Hi, my complaint was not resolved for the case with the reference number ID # ********. No one ever contacted me to answer the question.
************************In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
08/14/2023
The product that the customer is requesting is not available under ************** . The only other option is to reach out via email to our wholesale department which sells a variety of other items in bulk for any more information on this specific item.
There contact information is ************ or ************************************************************
Customer response
08/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:You did not answer my question. Do you even produce this product any longer? I can certainly email and call the places you have given me, but I need an answer so i am not chasing my tail for nothing.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Initial Complaint
12/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased 4 boxes of chocolate online and they were delivered damaged. I tried to contact the company via the phone number they have listed on their website but it's a recording telling you to contact them via chat online or by text. I tried the chat feature and that is not working either. It is a bot, not a real person. I have been texting with a guy by the name of ****** for the past 2 days and have not received a resolution. He asked that I send photos, which I did. I have asked multiple times for a return label and was informed by ****** this morning they do not provide return labels and then she ended our conversation. order#**********Business response
12/28/2022
There was a refund processed back to the customer's credit card for the whole order on December 23, 2022.Initial Complaint
12/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed a large gift order for my clients. Not only did it arrive weeks late, but Godiva tried to add an extra $1,000 charge on top of the price they quoted. The worst part of all is that Godiva neglected to attach the note I wanted my clients to receive, so I basically sent out thousands of dollars of chocolates to people that had no idea who they were from. To ensure that they fully deserve this poor review, their customer service is non-existent, as I have had to spend hours on hold and waiting for promised callbacks that never come. DO NOT DO BUSINESS WITH THIS COMPANY!Business response
12/11/2022
Thank you for your recent correspondence regarding your Godiva experience.
Please accept our sincere apology for the experience and disappointment. Can you please provide your order number?Initial Complaint
12/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Brought their chocolate at a discounted price during a promotion and received an email stating theyre out of stock. While their website is stilling selling the same chocolate with same package at full price without delays. They dont honor their sale even they clearly have the items in stock. The items are for business gifts and if my business level is dropped they should be responsible.Customer response
12/07/2022
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 and the matter has been resolved.
Sincerely,
***** *****************
Initial Complaint
11/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am a disabled war pad I try going to godiva.com to buy troutlet the only way I could buy it is to set up an account and due to my disability I can enter a password twice and get it right so this website is not for handicapped or disabled Americans. If they don't wanna lose more business they need to contact me.Business response
11/14/2022
Customer was contacted in reference to the website functionality. **************** attempted to assist the customer but he refused
any assistance and stated that he would no longer do business with Godiva. Customer stated there was nothing that could be done for him
and hung up the phone call.
Initial Complaint
01/03/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Request moving my account from Godiva Website. Sent e-mail to ********************************** in Nov 27, 2021. No reply since then. Make contact with their customer service many times including e-mail and live chat. No one knows the status. No response. See attachment Does this violate "Privacy Act" if company not willing to remove personal account information?Business response
01/04/2022
Under the email address that the customer provided "********************"
Per our IT **** this customer does not have a ********************** web or loyalty account. Therefore, there is nothing to remove.
Customer response
01/05/2022
Please see the attached screen shot. I can still login to Godiva account at this moment. Please remove my login credentials as soon as possible.Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************
Business response
01/12/2022
Information was verified with ******** and *** website IT team that his information has been deleted from the godiva portalCustomer response
01/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that the matter has been resolved.However, I do not satisfy their awareness and response turn around time.
1. The reason why this problem has been resolved because I remind them to check also for Canadian Account in which they supposed to do this at the very beginning.
2. This complaint was sent early since November 2021. If I don't issue any BBB complaint, there is completely No response from the business.
Please keep this as a record for future reference.
Sincerely,
*****************
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Customer Complaints Summary
17 total complaints in the last 3 years.
4 complaints closed in the last 12 months.