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Business Profile

Gift Baskets

Eastern Standard Provisions

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gift Baskets.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/07/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered January 5th, pretzels finally shipped February 7th. It was determined that the **** had lost the package February 17th and I was told I would get a refund. Received notice from my ****** account on March 3rd that the refund had not completed. I tried contacting the company again but have not received a response.

    Customer Answer

    Date: 03/17/2025

    I have not heard from the business in response to my complaint.

  • Initial Complaint

    Date:02/07/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    On 11/26/24, I placed an online order with Eastern Standard Provisions in the amount of $45.50.(Order # ESP1563187) I requested the order be sent on 12/13/24 to be received by Christmas. 12/13 came and went (as did Christmas) and the item was not yet shipped.After numerous attempts via online chat and emails to resolve the issue, I finally received an email apologizing for the delayed order and on 12/27/24, I was told that a replacement order (#ESP1600669) would be sent. That order was also never received. Again, numerous attempts to contact the company via phone, chat, and email failed to resolve the ******** of today, telephone call, chats, and emails continue to go unanswered.

    Business Response

    Date: 02/10/2025

    Thank you for your patience. Upon review, your order has been shipped.

    Here are your tracking details:

    Order: ESP1600669
    Tracking Number: 9434611105503493533713

    Ship to:
    The ****** Family
    *********************
    ************* 53045

    Thank you for your patience during this time.

    Customer Answer

    Date: 02/11/2025

    [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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:02/06/2025

    Type:Product Issues
    Status:
    Resolved
    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 purchased a gift box for a friend from Eastern Standard Provisions. It has never shipped. I have emailed and am not receiving any replies. They sent me a message in messenger asking for my order number. I gave it but never heard anything after that. I believe that happened because I put a comment on one of their ******** post complaining. I noticed you can no longer see other people's comments so they must have somehow hid all the bad comments. I just want my money back. I also can no longer check on my tracking information. The tracking number they gave me doesn't work anymore.

    Business Response

    Date: 02/10/2025

    We truly appreciate your patience and sincerely apologize for the issue with your order. I understand how frustrating this must be for you, and were committed to resolving it.


    To make things right, we will issue a full refund for order ESP1601434. You should see the refund processed shortly, though please allow up to 5 business days for it to reflect on your account, depending on your banking institution.


    Thank you!

    Customer Answer

    Date: 02/11/2025

    [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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:02/05/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Hello, I ordered a package from eastern standard provisions ** on Jan 10 2025 my package was never delivered yet they charged me $33.99. when I try to call or email the **mpany no one is answering the live chat isn't working and the phone number ************ just drops when you call them. how do I go about getting reimbursed for the money? thank you!

  • Initial Complaint

    Date:01/11/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    In late November (28th or 29th) I placed 3 orders from ESP. As they had stated the final scheduled delivery date was 12/18, I set all 3 orders to be delivered on the 13th of December. Throughout the week of the 13th, I checked with a family member to see if received and they were not. After a series of e-mail inquiries i discovered they had not even been mailed when scheduled. After speaking to the company's *************** only one of the orders were shipped immediately. After several more e-mails to again the ***************, and being given many canned responses for why the purchases were not delivered the packages were sent during Christmas week. Because of the delay and lack of response, two of the packages could not be refrigerated or stored in a proper manner as the families were not at home cancelling the quality assurances given by ESP. Since the Holidays have passed, and my gifts have been replaced by me I am seeking restitution. I believe without the A.I. customer service, all of the issues would have been corrected in a timely fashion and no further action would be needed.

    Customer Answer

    Date: 01/23/2025

    [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:

    Though I have NOT heard from the business directly, which I find to be extremely poor customer service, I agree to the following

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

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

  • Initial Complaint

    Date:01/02/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    On 12/11/24 I placed an order which was supposed to be shipped on 12/30/24, the company shipped the order on on 12/16 and was delivered on 12/18, I emailed the company and advised of their mistake and an email conversation attached stated they would make it right, and provided a new order # ESP1594231, which stated a new order would be shipped on 12/30, and never was shipped. I have emailed and called with no reply.

    Business Response

    Date: 01/24/2025

    Thank you for bringing your concerns to our attention. We truly apologize for the delay in processing your order and any frustration this has caused. We take all customer feedback seriously, and we want to provide you with clarity regarding your recent experience.


    Additionally, we have recently faced unexpected challenges within our supply chain, which have impacted our shipping timelines. This situation, while not typical, is something we are actively working to resolve.


    To address your specific case:


    Both of your orders have been fully refunded, with the refunds processed on January 10, 2025. The funds should have been returned to your account shortly thereafter.


    Our CEO also sent an email on January 10, 2025, explaining the current supply chain issues affecting our shipping times and apologizing for the inconvenience.


    We sincerely regret that you were unable to reach someone directly through our customer service channels. Our goal is to provide timely and effective support, and we recognize we fell short in this instance. We appreciate your patience as we work to improve these aspects of our service.


    We value you as a customer and hope youll consider giving us another chance in the future, as we are actively addressing these issues to provide better service moving forward.


    If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly at ***************** Contact Information].
    Thank you again for your understanding.

    Customer Answer

    Date: 01/27/2025

    [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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    ***** *******-*****

  • Initial Complaint

    Date:01/02/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 placed the order on the 20th of December. The tracking number keeps saying label has been made but nothing further. This is a good item! I have called and left message 3 times, no one will call me back! The email and online chat is AI generated. My payment went through on the 20th the day I placed the order. I just want someone to call me or I dont even know if this is a legitimate business.

    Business Response

    Date: 01/22/2025

    Thank you for bringing your concerns to our attention. We truly apologize for the delay in processing your order and any frustration this has caused. We take all customer feedback seriously, and we want to provide you with clarity regarding your recent experience.

    After investigating your case, we found that your package was unfortunately lost in transit. The tracking information showed that the label was created, but there were no further scans or movement from the courier, which indicates that the package was not processed as expected. We deeply regret this issue, as it is not typical of our shipping process.

    To address your specific case:


    Your order was fully refunded on January 3, 2025, and the funds should have been returned to your account shortly thereafter.


    Additionally, our CEO personally sent an email on January 10, 2025, explaining the current supply chain issues affecting our shipping times and apologizing for the inconvenience.


    We regret that you were unable to reach someone directly through our customer service channels. Our goal is to provide timely and effective support, and we recognize we fell short in this instance. We appreciate your patience as we work to improve these aspects of our service.


    We value you as a customer and hope youll consider giving us another chance in the future, as we are actively addressing these issues to provide better service moving forward.


    If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly at **************************************************************


    Thank you again for your understanding.


    Customer Answer

    Date: 01/25/2025

    [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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    I am just curious, the item arrived around the 8th of January.  Were the pretzels fresh or was that the shipment that had been at the post office for over a week?   
    I am to embarrassed to ask my boss if they were good and he has said anything about them!  

    Regards,

    *** ****

  • Initial Complaint

    Date:12/29/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Placed an order on November 28 a Christmas gift for my sister ** order never shipped even though I was emailing and calling about my order Now they say its lost resending a new one 12/23 which they still havent shipped Im embarrassed to tell my sister I dont have her gift Really spoiled the holidays Left several messages no one every calls back They just dont care

    Business Response

    Date: 01/29/2025

    Thank you for reaching out and sharing your concerns with us. We sincerely apologize for any confusion or frustration caused by the delivery issue you experienced.


    Weve reviewed the details of your order, and according to our records, *** tracking number 1ZW2140AYW25789378 shows that your package was delivered on Friday, January 3, 2025 to the address ********************************************. The tracking indicates that the delivery was completed successfully, but we understand that this doesnt align with your experience.

    If your are still unable to locate the package, please let us know, and we will gladly assist you further. We take these situations seriously and want to ensure we do everything we can to resolve this for you.

    Thank you again for bringing this to our attention. We appreciate your patience, and we are here to help in any way we can.

  • Initial Complaint

    Date:12/28/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 purchased 3 orders back at thanksgiving with a future ship date of 12/16 that the site said would be delivered by Christmas. It is now several days after Christmas and all I get is emails back in the middle of the night asking if I would like it replaced. Then after saying yes I get another email asking if I would like to replace or refund. I have also tried calling and left voicemail with no return call. I also inquired a few days before Christmas asking when they would ship and only got a made up story about 3 orders using 2 different carriers that somehow werent scanned or delivered. This is a lack of a company not shipping a product. I would like my orders shipped and some sort of compensation for the hassles of the whole process.

    Customer Answer

    Date: 01/07/2025

    They still claim its being shipped but items still say pending on site.

  • Initial Complaint

    Date:12/20/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    An order was placed with the company on December 2, 2024 in preparation for the Christmas Holiday. Per the company's website, orders can take up to 5 days to process and 7 days for shipping. I have not received my order and spoke with customer service who informed me that there was a technical error with their shipping machine which caused a delay in processing. I requested to cancel my order at that point, since it was clear the item would not arrive by the time I needed it. They replied that the order cannot be canceled. Had I known that there was going to be a delay, I would not have ordered.

Eastern Standard Provisions is NOT a BBB Accredited Business.

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