Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Food Basket as a gift and 50%++of the items in the basket were old, stale food. What was meant to be a treat for my House Hostess turned into a bad joke the entire July 4th weekend. Calls to the business have gone unanswered. They responded on a holiday via email that they would, pick-up the gift basket! Who saves OLD FOOD from a gift basket This is bad business practice.

  

  Business Response

  Date: 07/25/2024

  An order was placed and delivered on July 2, 2024, by the complaint order # ****.  We received a phone call from the ************** that was recorded on July 5, 2024, at 11:19. 32 sec AM

  recorded audio of 3.16 minutes spoke with phone rep ****** Stating that a basket was received with 50% stale food and "that he had all the stale food here if we would like us to ship it back to them"   Bountiful it was gourmet it was not" with someone laughing in the background. He also stated that he expects some customer service follow up or I am going on my experience about them everywhere.  We email ***** back based on the audio we felt it best to communicate with him in an email documented environment only.  this is the response email that was sent to him directly --- 

  Email Response 7/5/2024 at 2:46 PM

  Hello Mr.  Downs, we received a message from you in reference to your gift basket order # ******************************************************************** that basket displayed an expired date as all the dates of the products are clearly listed and visible.  We are more than happy to collect the basket back with all products as sent and happy to refund your money minus the delivery fee. Here is a photo of the basket that was delivered on Wednesday to the doorman as you request because the recipient was not available. Please advise when we can collect the basket back.  No request for refund was made per the sale policy.

  ***No response back until this email dated 7/8/2024:  3:51 PM

  Dear ****,
  
  Pick up a gift basket with stale food? 
  Gift Baskets By Design : Yes, based on your claim, because you stated it was old/stale; therefore, we needed to reinspect your claim.
  

  On a holiday weekend?
  Gift Baskets By Design :  Yes, Friday July 5, 2024, is not a holiday we were only, and we are local very close to the delivery location

  
  A) We saved the old food until Saturday. I did not get a phone call nor did the recipient **************************
  

   Gift Baskets By Design : You received an email on July 5, 2024, the same day you contacted us that was opened on July 5, 2024, and did not respond for the collection of the basket, we are local and offered to collect the basket with no response. why would you through away your evidence the next day after reporting a problem the day before strange.  
  
  B) This was a reunion of ****** Cast members and we were only together 48 hours. All of us a very busy people. After no phone call I imagine ****** threw most of it out. 
   Gift Baskets By Design: We never received a contact from the receiver you stated on audio you were in *************** and wanted to provide the product back but never did or would give us a time to come them pick up. 
  
  C) I have about 4-5 items here in ** as I thought this business might pull something like this. I can send what I have back to you, but we all live hectic lives on airplanes. I doubt ****** can take the time to send stale food that was a gift back to you.

  Gift Baskets By Design :  We offered to pick it up the baskets and all products in *************** you still did not respond, but took them out of state. 
  
  
  D) After attempting to eat 4-5 boxes, nuts,
  Trail mix, crackers, chocolates it was all old. Who was going to risk their well being on eating things like cheese, meat, salmon?

  Gift Baskets By Design : None of the items in that basket was stale or old all date was clearly listed. 
  
  Bottom line is you delivered bad food. I order from ***** & ***** and other companies all the time and they stand by their products.
  Gift Baskets By Design: None of the item was expired or stale and you were offered for us to collect/ pick up the basket back if you were not happy for a refund no response strange. We do not have the right to comment on other companies or ***** & ***** that we have no contact with.

  I filed a complaint with the BBB and am posting my experience online.

  Gift Baskets By Design : Yes, you field this complaint and posted on ****** 1 rating review the same date you responded to our original email of July 5, 2024, offering to collect the basket and refund.  But now asking for a refund through this venue other than follow our refund process you were originally presented on Friday July 5, 2024, which was not a holiday.
  

  You claimed 50% of the basket was old but show two photos of nuts and trail mix that clearly shows otherwise
  Refund Policy | Gift Baskets By Design SB, Inc. (gbydesignsb.com) Link
  

  It was embarrassing and a failure of a well-intentioned gift.
  Sincerely, 
  W Downs

  We have also provided photos of the basket; The price of the basket was $159.95 ----- $16.00 Discount $143.95 plus tax and delivery.  We clearly feel this was the intent of this customer to blemish our ratings as its clearly shown based on this communication. 

  Gift Baskets By Design SB

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

  
  

  Customer Answer

  Date: 08/13/2024

  From what I can read in the response the business takes no responsibility for the fact that they did not provide any customer service or support to a gift that was provided by said business that was old and stale food.

  We are all very busy people these days, no one has time for these disputes.

  If there was laughing on a phone message it was becasue it was a reunion of old friends who had not seen one another in years, not a prank on a business that did not honor its advertising.  My emotion of anger and displeasure was about trying to contribute a welcome gift to our host yet we recieved stale, bad food.

  Since the business does not take any responsibility for a bad experience, I don't wish to carry on back and forth. 

  That said, the record should show that they have internal standards that allow them to not stand behind their products or services which defeats the purpose of being a member of the BBB.

  Thank you,

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

  Customer Answer

  Date: 08/13/2024

  From what I can read in the response the business takes no responsibility for the fact that they did not provide any customer service or support to a gift that was provided by said business that was old and stale food.
  We are all very busy people these days, no one has time for these disputes.
  If there was laughing on a phone message it was becasue it was a reunion of old friends who had not seen one another in years, not a prank on a business that did not honor its advertising.  My emotion of anger and displeasure was about trying to contribute a welcome gift to our host yet we recieved stale, bad food.
  Since the business does not take any responsibility for a bad experience, I don't wish to carry on back and forth. 
  That said, the record should show that they have internal standards that allow them to not stand behind their products or services which defeats the purpose of being a member of the BBB.
  Thank you,
  *************************

• Initial Complaint

  Date:06/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered what was advertised as an all gluten free gift basket for a friend who is strictly gluten free. The basket was in fact not all gluten free and he consumed one of the products before realizing. The packaging clearly stated contains wheat in the ingredients. He did not check the packaging because he trusted the advertised gluten free to be accurate. I contacted the company and they argued the product is gluten free even though it states contains wheat and does not have a gluten free certification. I am worried if they continue to include these products without proper research on them they will harm someone. My friend does not have a severe allergy, but if he would have this situation could have been much worse. I do not want to see anyone get hurt from their negligence.

  

  Business Response

  Date: 07/25/2024

  We received an email on June 28, 2024, from *********************** in reference to order #**** A gluten free gift basket, See original email: 

  Hello,
  I ordered the basket below for a friend who is strictly gluten free. He just opened the basket and ate one of the snacks and then discovered it was in fact not gluten free. He didnt even think to check because I told him I ordered a gluten free basket. I even just double checked the order and it does have gluten free selected. So there should have been no need to check. 
  I have attached a picture of the snack. This is unacceptable and I need this rectified. 
  ***********************

  On Jun 28, 2024, at 11:33?PM, Gift Baskets By Design SB <************************************> wrote:

  Hi *****, thank you for contacting us. We sell a lot of these types of products, and this is the first time we have received this type of response for a product that is in fact GMO, gluten free, plant based, non-dairy and kosher. Here is the information for this product directly from the product manufacturer detailing, this is a certified gluten-free, dairy free plant based vegan product. All the products listed in the basket are gluten free. Please see detailed information listed below on the product you referenced.  

  The product that was presented in the photo is not a part of the basket received although we provided background on that type of product to ***************** it was unclear as to what she wanted us to do other than making aggressive statement that we are trying to hurt customers.  Although we did not agree with this claim, on June 29, 2024, we immediately refunded $2.00 for the cost of the 1 bar that she presented a picture stating was in the basket.  It's very strange that after she received the credit she continued to email back and forth telling us we are lucky!! and stated she will blacklist us our company unfairly.  At no time did customer requested to return the ********************** for a full refund, even when refunded for the 1 bar she is saying was in the basket.  Now she has filed a complaint with you the BBB trying to collect $110.17 for the entire cost outside the 5 days return policy.
  

  Total Cost of 

  Subtotal $69.95
  Shipping $22.00
  Florida State Tax $5.52
  ***************** Tax $0.70
  Tip $10.00
  Total $110. 17
  
  

  Customer Answer

  Date: 08/06/2024

  
  Complaint: 21919588
  
  I am rejecting this response because: This company never denied the pictured product was in the basket, and tried to tell me that it was, in fact, gluten-free. This can be seen in the emails between us. For them to now say the product was not in the basket and just sent me information on it is ridiculous. I have attached a file of all the emails between us in their entirety, with all pictures and screen shots exchanged, and I have highlighted my statements in yellow and theirs in green. Following the emails back and forth that were going nowhere, I said to them I would be leaving reviews and I had filed a complaint with the BBB. I did say I hope they do not hurt customers by not doing their research on products because they were selling a clearly not gluten-free product in a gluten-free basket. I also said they were lucky this was not worse because my friend could have had a severe allergy but thankfully did not. Context is important, and to purposely exclude information that would prove the statements in my complaint is shameful. In the attached PDF, which is a complete collection of the emails between us in the order they were sent, it should be noted that on 6/29 at 4:45 pm they tried again to tell me the original pictured product was gluten-free and they also stated in an earlier email they included these non-gluten free bars in orders regularly. If needed, I can forward all email communication between us to the email listed above ************************************** for proof and reference. I do want the full amount refunded, especially now that they have lied and made an attempt to twist my complaint and attempt to protect people. I contacted them immediately when the problem was discovered and was treated like I did not know what I was talking about even when I sent them proof.
  
  Sincerely,
  
  ***********************