ComplaintsforRussell Stover Candy Inc.
Candy
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Complaint Details
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Initial Complaint
03/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased two packages of Russell Stover milk chocolate marshmallow ornaments from *********** Both packages were stale. I contacted Russell Stover Customer Service, who gave me specific instructions as to the information I should supply to them. I responded with the detailed information--never heard back. Filed another complaint with Customer Service--again, no response. I realize that this is only $15.00, but they guarantee their products, and, to me, it is the principle involved.Business response
04/10/2024
My name is ******* ********* and I am with the Quality Department of Russell Stover. I handle all the BBB complaints for the company. I am unsure why the consumer service department did not return your emails, but I have escalated this and someone will be in contact with you very shortly to make amends for the situation. If you have not heard from them by the end of the week, please contact me directly at *****************************Customer response
04/10/2024
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.
Sincerely,
******* ****Initial Complaint
06/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
When I be into the caramel nut candy, it only had a small piece of a nut and I do mean one piece. The one piece of candy is the reason for this whole box being eaten please send me candy with the amount of nuts that you’re supposed to be in one piece of candy, not a piece of a nut, not even a whole net, not even one or Two nutsBusiness response
06/19/2023
We have both a website (Contact Us | RSC (r***************** ) and a phone number ( 1************3 ) where consumers can contact us to leave complaints or feedback. This consumer did not reach out to us. If this consumer were to reach out to us, we would be happy to help solve their problem.Initial Complaint
03/12/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I wait for Easter time to get the coconut eggs or anything with coconut I bought the Russell Stover egg coconut cream where's the coconut why do you call it coconut cream there's no coconutBusiness response
03/20/2023
Russell Stover prides itself on making sure our consumers have the best experience they can. We have both a complaint website *****************************************) as well as a complaint hotline ****************, where we are happy to help consumers when they are not 100% satisfied with their purchase by offering many different solutions. We were never contacted by this consumer about this issue. If they would like to contact us, we would be happy to assist them.Initial Complaint
03/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Product Quality guarantee. Contact Russell Stover in January for a stale candy...they tell me they are waiting for coupons to send for new product...i think the guarantee is BOGUS...Business response
03/21/2023
We had coupons originally that arrived in late December for this year (we have new coupons each year). However, they were misprinted and did not work (would not redeem). We do have them on order, but due to all the supply chain issues that are affecting commerce right now, they are still a few weeks out. We have been letting everyone know this with the following letter: “Thank you for contacting us. Due to constraints from supply chain disruptions, we haven't received our gift certificate coupons for mailing yet. Please accept our apology for any inconvenience this may cause.
We expect to receive them and ship them out in the next 4-6 weeks. Our gift certificate coupons will have a December 2024 expiration date giving you plenty of time to use them.
We appreciate your understanding. If you have any other questions, I’d be happy to answer them for you.”Customer response
03/21/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: ********
I am rejecting this response because: Do not believe that they are honoring their guarantee
Regards,
***** * *********Business response
03/22/2023
The consumer did not provide any information as to why they are rejecting our attempt to reach out and add their birthday to the system. All they wrote was:
There is nothing here I can respond to.Customer response
03/22/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered
Complaint: ********
I am rejecting this response because:
Regards,
***** * *********Initial Complaint
02/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a box of Russell Stover Carmel milk chocolate candies on February 14th 2023 at ****** ******* in Port Huron, Michigan. Upc code on the box is ***** *****. I purchased this for my fiance, he loves these candies. First piece he pulled out was a sealed wrapper with nothing in it. How disappointing.Business response
02/17/2023
We are very sorry that the consumer was unhappy with their purchase. We did not receive any information at our company about this; this consumer has never contacted us before. We have both a website where complaints can be entered ****************************************** and a direct complaint phone number **************** that the consumer could have used and we would have addressed the situation directly. If the consumer would like to contact us, we can solve their concern for them.Initial Complaint
02/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a box of chocolates 17 pieces 10 oz and I was missing the whole top row it really devastated me to see the whole world gone so I'm just really hurtBusiness response
02/15/2023
We are very sorry that the consumer was unhappy with their purchase. We did not receive any information at our company about this; this consumer has contacted us once before in 2016, but did not contact us about this issue. We have both a website where complaints can be entered ****************************************** and a direct complaint phone number (**************) that the consumer could have used and we would have addressed the situation directly. If the consumer would like to contact us, we can solve their concern for them.Initial Complaint
01/22/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Jan 20 at 10:08 AM Hello, I have contacted the company via telephone and email. I left messages for ***** *****. I have not received a response or my refund. Please refund my order. From: To: "*****************************" <*****************************> Sent: Thursday, January 13, 2022, 10:11:48 PM EST Subject: Fw: Your inquiry - Ticket # ******* Hello, I did not receive what I ordered nor was I asked if a replacement of another item would suffice. It will not. It is not acceptable to send me what I did not order and keep my money. That is not customer service. If what I ordered was not available, the order should have been cancelled. Please refund my order for your error. ----- Forwarded Message ----- From: To: "*****************************" <*****************************> Sent: Tuesday, January 11, 2022, 12:13:17 PM EST Subject: Re: Your inquiry - Ticket # ******* Hello, I ordered SKU ********. I received SKU ********. This is not what I ordered. If what I ordered was not available, the order should have been canceled. I would like a refund. Thank you On Friday, January 7, 2022, 01:38:05 PM EST, Thank you very much for contacting us. We are reviewing your inquiry and will get back to you as quickly as possible. If you wish to contact us in regard to the current matter please send your message to *****************************. We kindly ask you to include the Ticket number *******. Yours sincerely, Consumer Care Team Russell Stover Chocolates **** *** ****** ****** ***** ** ********** ************ toll free russellstover.com Your message: Order ****** , , , ,36.54 , ,******* , Hello, I ordered 1 oz dark chocolate pecan delight, case of 36. The order I received is milk chocolate and dark chocolate. I specifically ordered a case of the all dark chocolate. Please refund my order. These are emails I sent to the company. I was not notified the item was out of stock, the order should have been canceled then. I did not agree to or want a replacement.Business response
04/15/2022
The product the consumer originally ordered comes in a retail packaging, where it is 36 individually wrapped dark pecan delights.
They were sent a mixed box of half dark and half milk.
The consumer reached out to the customer service department to ask for a refund. We told them we do not offer refunds but would definitely give them coupons (for the full amount) to purchase another all-dark container.
They did not want the coupons and asked to speak with ****** (the head of the department). ****** was out of office at the time and did not get to speak with them (the consumer did leave a message for ******).
******, as a one-time gesture, because the consumer was upset, processed a refund for half the cost of the product (since the consumer did get half of what they asked for).
Hopefully that answers all the questions you had. If you need anything else, please feel free to contact me here or at my cell phone below.
Sorry again for the late response.Customer response
04/17/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: ********
I am rejecting this response because: The order total was $36.54. Russell Stover did NOT refund half the amount and that would not be sufficient. On February 8th, the company refunded only $11, the amount in coupons I was offered. Even this response is unsatisfactory, to continue with "we do not offer refunds on online orders" even when it is their error, is unbelievably poor customer service. Again, if what I ordered was not available, why not cancel the order? Why assume I wanted something I didn't order and then demand I pay for it? I would appreciate if the company would admit THEIR error, apologize and refund the amount I actually paid.
Regards,
***** ****Business response
04/27/2022
After an extensive investigation of the entire event, we have issued a full refund to the consumer. We regret the breakdown in communication that occurred and look forward to making their next experience a better one.Customer response
04/30/2022
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. For future reference, as a business it would be best practice to cancel orders if the item is not available.
you
Regards,
***** ****
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Customer Complaints Summary
10 total complaints in the last 3 years.
5 complaints closed in the last 12 months.