Complaints

This profile includes complaints for The Cary Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The Cary Company has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Cary Company

  1195 W Fullerton Ave Addison, IL 60101-4303

  
• 

  The Cary Company

  PO Box 4043 Addison Addison, IL 60101

  

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:04/11/2025

  Type:Service or Repair 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.

  Salesman sold me sauce bottles, with mismatched caps. The bottles and caps had to be returned. Cary sent out a van to pick them up, but picked up the wrong items. I had to re-purchase some items, and was told I had to pay the shipping (even though those items should not have been returned in the first place). The van driver also did not pick up the sauce bottles. Cary refused now to go back to pick them up, nor would pay to ship them. I would be responsible to get the bottles returned for a refund. All I did was follow the advice of the salesman. Cary bungled the return, and did not offer any resolution aside from me having to pay to have them shipped. 

  

  Business Response

  Date: 04/15/2025

  The customer experienced issues with mismatched caps on the sauce bottles. Cary initially advised the customer on cap that did not match the containers. To rectify this, we sent samples at no charge for the customer to choose from. We offered return labels for the incorrect products to be shipped back at no charge and returned for credit. The customer did not find any suitable caps and requested to return the bottles as well. After discussions with a Cary representative, we sent our truck to pick up the bottles and caps at no charge. The customer confirmed that "the boxes are labeled are ready to go." The driver picked up the boxes provided by the customer,which were not the expected items. We credited all the products returned to us,including the caps the customer wanted to keep. A new order was placed for the caps returned in error, and Cary covered the shipping costs for this order.After discussing to reach a fair resolution for the bottles that were not labeled to return for pickup, we agreed at the customer's suggestion that he would pick up the bottles next time he was able to and return them to Cary. We extended the window for the return of the product at his convenience within 60 days. We actively collaborated with the customer to find a fair and satisfactory resolution.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23193737
  
  I am rejecting this response because:

   Cary Company botched the initial purchase, and then bungled the ensuing pickup of the items.  I hold Cary Company for knowing which items were to be picked up and returned.  Somehow, I was deemed responsible.  I am not responsible for their driving not knowing which items were to be returned.  Cary is unwilling to return to pick up the items that they did not pick up to begin  with.  

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

  

  Business Response

  Date: 04/21/2025

  Thank you for working with us to facilitate the return. We have inspected the product and are issuing a credit to your account.
  

  We acknowledge the error in our initial recommendation. Your feedback is invaluable and helps us improve our team and expand our product offerings to better accommodate your needs in the future.
  

  Thank you for bringing this to our attention. If you have any further questions or need assistance with future purchases, please don't hesitate to reach out. We are committed to providing you with the best service and look forward to serving you again soon.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23193737
  
  I am rejecting this response because: 

  This situation was resolved, but not to my satisfaction.

  
  

  They had told me that they would send a driver out to pick up the bottles from the kitchen.  They did so, but the driver picked up the wrong items.  After the fact, the Cary Company said that I was to have marked the correct items with a certain form, indicating that they were the correct items for pickup.  However, I was not informed of their procedure.  I was simply told that a driver would come out to pick up the bottles.  I assumed that the driver knew which items were to be picked up (as I was not informed as the their procedures). 
  

  
  

  Since they had made one attempt, Cary Company said that it was my responsibility to now return the bottles to them.  They would not send out another van, nor pay for shipping.  I had to pay for somebody to come out and pick them up (see attached check).
  

  
  

  If Cary Company had informed me of their return process, there would have been no problem.  But they didn't.  All they told me was that they would send out a driver to pick up the bottles.  They do not hold themselves responsible, but I do.  They needed to communicate their return procedures more effectively.

  
  

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