ComplaintsforGraeter's, Inc.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  01/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ****** *****
  

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday, March 25, 2022, my mom and I went through the Graeter's drive through in Pickerington, Ohio. We ordered 3 chocolate shakes and I asked for hot fudge in mine. At the window my mom skipped the option to tip. The girl at the window looked at the screen twice as if she was specifically looking for the tip. It took a long time to get our shakes and a line was forming behind us. I was beginning to wonder if someone took a break? Did someone get hurt? It was highly unusual for it to take 7 to 10 minutes for shakes. When the girl finally came back to the window she started passing our shakes to us and we asked which one had the hot fudge. She didn't seem to know or care and just responded "Yeah, that one." Not pointing to any shake in particular. I ate the cherry off the top of my shake first. Then started drinking the shake. It was only after a few sips that I felt something suck up into my straw and immediately spit it out. At first glance it looked like a hangnail from a finger or something. It was red and bloody looking and I was completely freaked out! I called the Pickerington, Ohio Graeter's immediately and asked for a manager. ****** answered the phone and said she could only take a message for the manager. After I told her what happened, she then told me that the manager was there and ****** took over the phone. ****** gave zero empathy and just said she would have the district manager *** call me back. I called Customer Service that same day ###-###-#### as this wasn't something that should be waited on. Looking at this thing that was in my shake a little closer, it is very possible that it is the inside of someone's cheek. And that is beyond disgusting and repulsive. I would never imagine that the employees at Graeter's would spit in my drink. But they specifically looked to see if we tipped, took an extremely long time to get our shakes to us, and I had this in my drink. It grossed me out so bad I couldn't drink the rest of my shake.

  Business response

  04/12/2022

  We have attempted to get in touch with the customer several times but have been unable to reach her.

  The customer ordered three shakes, all with maraschino cherries. The object in the photos looks like a piece of a cherry, or possibly a bit of undissolved sugar in the cherry syrup, which is why it is reddish-pink in color. 

  Making a shake takes 2 to 3 minutes, and a 7 to 10 minute wait would not be unusual for three shakes, each of which has to be made one at a time, especially if the mixers were in use making shakes for other customers in the store at the same time. 

  Many, perhaps even most of our customers, do not leave tips for carry out orders. Only the cashier sees tips, and in any event, our team members give the same service regardless.

  The team member who served this customer has been with us since 2019 and is rated excellent by her manager. 

  All this being said, we regret that the guest was not happy with her experience and are happy to offer a full refund of her purchase in the amount of $19.50.
  

   

   

  Customer response

  04/12/2022

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

  It is very upsetting that Graeter's has said they made "several attempts" to contact me. Please tell me when and how these contact "attempts" were made as I assure you my phone and email records show ZERO attempts. I will be happy to show my phone and voicemail records. 

  The object in the picture is skin. I have it in my freezer should it need to be tested. Anyone knows what food tastes like. This is not food. And that is horribly wrong. 

  I asked for a refund but I also asked for an apology and compensation. Please resolve this in a dignified matter and actually tell the truth. What's done in dark will come to light. 

  I want a complete refund and extra compensation for the agony and stress of having a body particle in my shake. I was so disgusted that I vomited after seeing what was in my drink. This is unacceptable on every level. I could not drink the rest of my shake and neither could my family. We still have all 3 shakes along with the body particle in the freezer for proof and testing. How would you like to test that against the DNA of your employees?

  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. ↩