ComplaintsforJeni's Splendid Ice Creams

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I made a local delivery order though the bakery square location in Pittsburgh. I ordered two pints of ice cream at 6:42pm, and they were expected to be delivered around 7:30. I checked numerous times and I never received an them.Unfortunately, I never receive the order. I contacted the store, and they simply refused to rectify the situation! On the website it says contact Jeni’s if delivery issues occur, I did and i didn’t receive any help ! I would like a full refund!

  Customer response

  02/05/2024

  Hello ,

  I was refunded earlier today. Please close the complaint.

  
  

  Thank you. 

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/18/23, I placed an order with Jeni's Ice Cream (#1797614) for 5 pints of ice cream (total $75) to be delivered to my daughter at * **** *** ******* ** . It shipped via UPS on 6/28 and arrived at her house on 7/3. It was all melted, showed no sign of dry ice in package. I contacted ***** at Jeni's and he said he would re-ship. He sent via UPS again on 7/12. It was delivered on 7/17, melted again no sign of dry ice. I asked for refund & he agreed. Since that date, he has no longer responded to emails. Nobody has Ever answered the phone at this establishment. There is no way to receive any customer service. I have emailed him to contact me for my refund because I no longer have the same credit card which I used to place the order & need him to send refund to a different card - or he can mail me a check. My name is ****-***** ********, ** ******** *** ******* ** *****. Thank you

  Customer response

  08/28/2023

  Dear *** ****** (or other BBB Dispute Resolution Team Member): 

  
  

  Please see messages regarding my claim against Jeni's Ice Cream, reference my claim # 20461414.  

  
  

  As you can see, I never received the product for which I paid, and I was promised a full refund, which I also never received.  After the last email, I called many times, and never received an answer, and I emailed them back, and ***** (nor anybody else from the company) ever responded to me.  

  
  

  Thank you

  
  

  ****-***** ******** 

  
  

  
  

  Business response

  09/14/2023

  Hi Ms ********,

  Please accept my profuse and sincere apologies on behalf of the company for your—decidedly—less than splendid experience. For our inability to get the ice cream delivered frozen as promised, for the lack of follow through on the promised refund, and for the lack of responsiveness to your inbound messages. There was a mistake made on our side—human error—that resulted in your ticket being closed accidentally before it was resolved. 200% our fault and avoidable. A member of our customer advocate team will be contacting you shortly with information regarding your refund.... and to try and find a way to make up for the error.

  Thank you for taking the time to contact us this way, since you weren't able to get a response directly from us. 

  Again, on behalf of everyone here at Jeni's, I'm so sorry—we can (and need) to do better.

  Sincerely,

  R*** M*****

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  As of 07/05/2023 the company's website reports that the Cincinnati location is open daily between the hours of noon - 11:00 PM. I have a screenshot of this as well. We showed up today around 03:30 and the doors are locked with a sign up saying they open daily at 05:00 PM. Three other groups (my group being a fourth) were also outside and commenting about how they also drove there because the website said they were open. An employee was inside working and saw everyone but refused to acknowledge the situation. We tried calling as well and he let the phone ring. Even if the business is "closed," the phone can be answered when employees are clearly standing inside and working. We wasted an hour driving today and it looks like the business lost revenues from 7 people.

  Business response

  09/14/2023

  Hi **********

  Please accept my profuse and sincere apology on behalf of the company for your experience trying to get ice cream at our new shop in Cincinnati. I can understand and identify with your frustration—though the website showed regular business hours, the shop was newly—and only softly—open at the time, thus the temporarily shortened hours, as our team was still working through the equipment and staffing logistics prior to our grand opening on 7/13. Of course, our website didn't indicate any of that information, thus your fruitless and time-wasting trip.

  A member of our customer advocate team will be contacting you shortly to make up for your experience—and then some.

  We hope to be able to scoop for you at our Cincinnati shop soon.

  Sincerely, 

  R*** M*****

  Customer response

  09/14/2023

  [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 accept the business's response to resolve this complaint.
  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. ↩