ComplaintsforGourmetgiftbaskets.com, Inc.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a same day delivery gift basket on 3/24/24. The basket was for a friend who had a death in the family and was supposed to arrive by 3/25/24. On the afternoon of 3/25/24 (around 3pm) I check the status of the shipment and it still says preparing for shipment. Not a problem a day late is fine, however I check back 3/26, and 3/27 and the status remains preparing for shipment. I received an email on 3/26 stating my order had been shipped but no progress has been made per their tracker online. I tried calling 4x without being able to reach anyone. At this point I just want the money back, and never want to do business with this company again. Buyers beware, they arent pertinent, timely, and will take your money and refuse to come to the phone.

  Business response

  04/09/2024

  Hello ***,
  Thank you for reaching out via the BBB. We are sorry to hear that your gifting experience was unsatisfactory.
  I had a look at your order, and see that we received a delivery confirmation from our delivery partner, indicating that you order was delivered on 03/25/2024 at  03:45 PM.
  Our order tracking tool is intended for use with packages that ship, as the majority of our gifts transit with major shipping carriers like ********** and ****** The product you ordered is a hand-delivery item, which unfortunately means that it cannot be tracked properly in our order tracking tool. We do apologize for the confusion.
  I also see that you have been in touch with our **************** team about tracking this order, and they gave you some of the above information via phone on March 28th and also reached out to your gift recipient to confirm delivery.
  Please do not hesitate to reach out again should you require further assistance,we are happy to help.
  The Team at GourmetGiftBaskets.com
  
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for the "Taste of Christmas" gift basket ($50.74) on December 17th, intending for it to be delivered by December 23rd. However, upon receiving feedback from my father-in-law the day after Christmas, it was evident that the majority of the snacks were stale. Generally, vacuum-sealed food has a shelf life of 1-2 months, but it depends on factors such as storage conditions.It's disheartening that the company, despite anticipating a holiday rush, didn't ensure the freshness of the products in the baskets. I contacted **************** on December 26th, reporting the issue through the site and leaving a review. Strangely, they claimed not to have received the email, and my review, except for the 5-star ratings, mysteriously disappeared.On January 18th, I received an email from a Personal Gift Concierge named *****************************, expressing gratitude for my order (singular, though I placed 3 orders). I shared my bad experience with her, but after a week passed without a response, I followed up. She claimed not to have seen my reply initially and offered a replacement, which I declined, requesting a refund instead. She issued the refund, promising it would take 5-7 business days.Despite being told on January 25th that the refund was being processed within the specified timeframe, I had not received it by February 3rd. ******* assured me on February 5th that it was still processing, asking for a few more days. As of February 12th, I have yet to receive the refund, prompting me to initiate a dispute with my bank, given their 90-day window.Considering my negative experience and feedback from others in different states, I advise potential customers to check reviews outside the company's site before placing orders. My recommendation is to avoid ordering from them altogether. In the future, I plan to create my own gift baskets from vendors with known fresh products, citing Home Goods as a reliable option, where snacks even come with expiration dates.

  Business response

  03/08/2024

  Hello,
  Thank you for reaching out via the BBB. We are so sorry to hear that your gift did not meet your expectations, and that there were some difficulties in getting your refund request resolved. The refund that you discussed with ******* was entered into the system on Jan 25.. We are investigating why it was not processed within the appropriate timeframe, and apologize for the delay.  We do appreciate your feedback regarding your experience and are happy to confirm your full order refund was processed. 
  if we can help with anything further, please feel free to reach out to our service team directly at **************************************
  

  Customer response

  03/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ******* stopped communicating with me period. At no time did she look into the issue with the refund not being processed. She just stopped communicating. That just added to the experience. I did receive the refund late last week. I will agree that this resolution is satisfactory. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a gift basket for my agent from here. An HOUR later, I got an alert saying my basket had been delivered. Hmmm, really? 4 days later, the recipient told me she NEVER received it. The company offered me a signature name that does not exist and they don’t answer their phone or provide a live chat, customer service line or email address. If you try to contact them, you can only leave a voice mail. I’m concerned now that this scam business (who is not listed on google) has my CC #

  Business response

  01/03/2024

  Hello * ******,
  Thank you for reaching out via the BBB. Your order was placed on 12/12, shipped on 12/12, and delivered 12/13.
  ***** did provide us with delivery confirmation as well as the signature of the party who received your shipment. We are sorry to hear that your gift was not properly handled after ***** completed delivery.
  We can see that you were able to speak to a member of our service team on December 22nd regarding the delivery issue with your order, and that a refund of $61.66 has been processed for the missing package.
  If there is anything else that we can assist with, please do not hesitate to contact us again.
  
  

  Business response

  01/03/2024

  Hello * ******,
  Thank you for reaching out via the BBB. Your order was placed on 12/12, shipped on 12/12, and delivered 12/13.
  ***** did provide us with delivery confirmation as well as the signature of the party who received your shipment. We are sorry to hear that your gift was not properly handled after ***** completed delivery.
  We can see that you were able to speak to a member of our service team on December 22nd regarding the delivery issue with your order, and that a refund of $61.66 has been processed for the missing package.
  If there is anything else that we can assist with, please do not hesitate to contact us again.
  
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order #*********7 was placed on 11/25/23 for #5250 Gourmet Gift Fruit basket. Shipping was $20.99 of the $109.25 final order amount. The order left NH on 11/12 and arrived in Raleigh NC on Dec 18, two days late. When the gift recipient open the box, the apple and pears were bruised, brown and soft and mealy. It was obvious that the fruit was low quality. I contacted Gourmet on 12/18 email & included pics. I was contacted by email and attempted phone call with an apology and an offer to “refund shipping 20.99 plus 9.90 for my inconvenience”. I also posted a negative review and it was no longer visible the next day. Part of the reason I chose this company was the many high reviews. Now I question if they are really true reviews.

  Business response

  01/03/2024

  Hello ********
  Thank you for reaching out via the BBB with this feedback. We are sorry to hear that your gift arrived late and in poor condition, and are happy to process the requested refund.
  Your experience is not what we want for our customers or their gift recipients and we appreciate you letting us know about these issues so that we can do our best to keep them from happening in the future.
  A refund receipt is on the way to your email inbox now, 
  If we can be of any further assistance, please do not hesitate to reach out again.
  

  Customer response

  01/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******42, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a gift basket for Christmas delivery. Over a week later, the basket is still awaiting packaging. I have attempted to reach the company via their 603 and 888 numbers for several days. I have requested a call back. I have been on hold forever. I have emailed them. No reply to any of my efforts. I have canceled the charge to my credit card. I have

  Business response

  12/27/2023

  Hello ******
  Thank you for reaching out via the BBB. 
  During checkout on our site, you chose a delivery date of December 22nd for your gift shipping to Massachusetts. Since we are based in New Hampshire, your order was scheduled to ship on the 21st to meet the delivery date that you chose.
  I do see that your order was cancelled and fully refunded, as requested, on December 19th. 
  We are sorry to hear that you were unhappy with your gifting experience and apologize for any misunderstanding around how our gifts ship.
  Thank you again for your feedback,
  The Team at GourmetGiftBaskets.com
  
  
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We received a gift, fruit basket on Wednesday August 9 with old rotten fruit and stale candy...very disappointed. Picture attached.

  Business response

  08/17/2023

  Hello ***,
  
  Thanks for reaching out via the BBB, and for providing a photo. We’re sorry to see that your gift arrived in poor shape.
  
  The sender of your gift also reached out to us about this issue, but it doesn’t look like they  advised us of their preferred resolution.
  
  A full refund was offered to your gift sender, and we are happy to honor that. If there is anything else that we can assist you with, please feel free to contact us directly via phone or email
  ###-###-#### ***************@gourmetgiftbaskets.com
  
  Sincerely,
  
  The Team at GourmetGiftBaskets.com

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a gift basket from Gourmet Gift Baskets in June 2023, it never arrived in time. We did not get a refund and they charged our account again in July. Attached are charges to our account.

  Business response

  07/24/2023

  Hello *********,
  Thank you for reaching out via the BBB.
  We are sorry to hear about the initial delivery problem with your gift order.
  We did review the transaction in question and see that you were refunded in full on July 13th, and that no further charges to you were located. 
  I understand that our service team has already provided you with this information along with a detailed refund receipt via email this morning.
  If there is any other information that we can provide to help you resolve this with your banking institution, please do let us know.
  
  Thank you,
  GourmetGiftBaskets.com
  
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am requesting a refund from gourmet gift baskets, I placed an order on 4/6/23 with gourmet gift baskets for an Easter basket to be delivered to my 8 year old granddaughter in Clarksville Tennessee. The company stated that the package would be delivered by 4/8/23. UPS is the vendor this company uses for delivery, the UPS driver called me after he made an attempt to deliver but said the address didn't look correct but the address for delivery is correct, he apologized said he had just left couldn't go back and that the Easter basket would be delivered Monday, My 8 year old granddaughter doesn't understand why she didn't get an Easter basket after she was told by me her basket was on the way. Order # ********** Amount was $ 84.28

  Business response

  04/12/2023

  Hello ******,
  Thank you for providing this feedback via the BBB. In review of this case it looks like your delivery was delayed due to an incomplete delivery address. I understand that you have corresponded with our Customer Service Team to resolve this delivery issue and you opted to have the gift returned to us. Your returned product refund has been initiated and you should see this reflected on your account within 2-5 business days.  We sincerely apologize for the issue you experienced and do hope you will consider using us again in the future.
  Thank you and have a great day!

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The product was sent as a gift. Most of the items in the gift basket were stale and couldn't be eaten. Contacted customer service and they refused to help. The company has a satisfaction guarantee but refuses to honor it.

  Business response

  02/15/2023

  Hello *******,
  Thank you for providing this feedback via the BBB. In review of this case it looks like we were able to resolve this issue as you corresponded with our service team via email and a replacement shipment was initiated on February 1st.  The carrier tells us that the replacement shipment was delivered on February 5th. Again, we apologize for your experience with our brand and hope you were able to enjoy the re-shipment.
   Thank you and have a great day!

  Customer response

  02/28/2023

  BBB spoke wih this consumer who has indicated that this complaint was resolved to their satisfaction. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 12/11/2022 for a Deluxe Gift Basket totaling $109.30 after taxes,fees, and shipping. It has been two weeks since the gift was to be delivered to the recipient and I have received no help or meaningful responses from the company to reconcile this issue. My emails go ignored, and when I speak to a (I'm guessing outsourced) representative they give me no relevant information as to where the package is or help other than "it's delayed due to weather" which is a complete lie to push the issue out of the way. The basket contains perishable items so if or by the time it's actually delivered the food inside the basket will go bad. I am about to do a chargeback with my bank and never deal with this place again.

  Business response

  01/26/2023

  Hello.  We resolved this complaint directly with the customer on January 6, 2023.  Unfortunately the gift delivery was lost in transit and never reached the destination.  Our Customer Service team issued a full refund on January 6 in the amount of $109.30 and emailed the customer the details of the refund.  Please let us know if there is any other information needed.

  Thanks. 

  Customer response

  01/30/2023

   
  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,
  
  ***** ********

*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. ↩