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:04/26/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 over $500 worth of candy. I paid extra to get the chocolate. I received my candy missing two bags of Hershey mini’s, all color M&Ms, two bags of chocolate balls. They stated the Lindor chocolate they sent was 1.5lbs each color. They were no where near 1lb. 2 bags of Hershey kisses, and the green striped lollipop sticks. It was very hard to get through to customer service. When I finally got through I was told to send pictures. I sent the pictures and received an email saying a ticket has been opened and they will get back to me soon. I told them my daughter’s party was April 26th. I had to call them again finally got in touch with someone on Tuesday. They told me they substitute candy and according to the pictures I received the amount I should have. I asked them what was it I received to replace all that expensive chocolate? The representative could not answer that question. I asked to speak to a manager. I was told someone would get back to me soon. I never received a return call. I had to go out and spend over $100 to buy chocolate candy for my daughter’s party. I understand substituting a product if it is missing but you need to tell me what was substituted and you can not substitute hard cheap candy for chocolate candy that cost more money without refunding me a decent amount of money.

• Initial Complaint

  Date:02/05/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 placed 2 orders for 2 bags of 116 pieces of personalized wedding candy. Their description on ****** specifically said 116 pieces of personalized wedding candy. When received it was only 241 pieces personalized and then generic kisses. When contacted I was told they sent me what the description said, which is incorrect. They advertised 116 pieces of personalized wedding candy.

• Initial Complaint

  Date:12/16/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 the mix chocolate Christmas candies 131 pieces. I placed my order on November 24,2024. By December 16,2024 I only received 80 pieces of candy. 40 milk chocolate mini bars, and 40 Hershey kisses. I contacted vendor by email. At first I was told the rest of my candy would be December 19,2034. Then the vendor sent an email stating that my candy was delivered on December 12,2024. Even though it was a partial delivery. The vendor refused to send the rest of the candy that was owed to me. I paid in full, my candy was not sent in the insulated package with ice pack, like stated in the ad
  Thank goodness, I ordered through ******. ****** contacted the vendor. I am waiting my refund

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 received the wrong item and needed the correct one for my daughter's birthday party this coming Sunday, Nov. 17. I tried calling multiple times but nobody answers or calls back when you press that option. I also emailed and left a message. I received Thanksgiving chocolates instead of the personalized candy bags I ordered for her friends on Nov. 3.

• Initial Complaint

  Date:10/15/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Order placed 10/4 $112 for personalized mints. Emails were received the image did not get submitted I replied on 10/11 twice by email with correct information again in 10/12 10/14 I received another email replying “what was missing?” I continues to reply to the emails. 10/15 I get 2 emails 30 mins apart stating if I do not respond the order will be canceled I called the rep was no friendly claimed one min they did not get my emails then stated she had them in front of her. I requested to cancel if was ridiculous to go through this much trouble. later informed of only a partial refund of $88 no service was received and no order had been started to account for the lesser amount of the refund.

• Initial Complaint

  Date:08/19/2024

  Type:Delivery 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 personalized candy bar wrappers on August 9th with 2 day shipping for a baby naming on Sunday, August 18th. I called Just Candy and was told that my order would ship on Wednesday, August 14th and received on Friday, August 16th. I called again on Monday, August 12th to confirm my order and make sure I would receive my order by Friday. I called again on Tuesday to check on my order and told them I would pay extra for overnight shipping if need be. I was assured my order would be received by Friday. I tried accessing my order beginning on Wednesday and could NOT access ANY tracking. I called Just Candy on Thursday, August 15th and was 'rudely' told that I would be receiving my order the next day. I questioned why there was NO tracking information. I called Just Candy at 2:15 p.m. on Friday, August 16th to tell them I did NOT receive my order and asked to speak to a supervisor. I was told she was busy but would call me back. I called back at 3 p.m. and was RUDELY told by S**** that no one was available to speak with me until MONDAY, August 19th. I reiterated that our event was on Sunday, August 18th and Monday was TOO LATE. S**** told me that I had NO OTHER OPTION and hung up on me. I called back and again she RUDELY told me that no one could help me. My order was NOT DELIVERED IN TIME FOR OUR EVENT. On Monday, August 19th, Leslie called to say I would get a refund. She offered me a refund on an order I did NOT RECEIVE. I told her I expected more than a refund and apology. I said she should offer some sort of compensation. Had I known their service was so bad, I would have ordered these wrappers from a different company. Horrible service and EVEN WORSE CUSTOMER SERVICE!

  Business Response

  Date: 09/03/2024

  Hello, 
  I apologize your purchased product did not arrive in time for the event. The order shipped from our facility on time on Wednesday, August 14th with priority delivery to arrive by August 16th. However, there was a delay with the carrier. A refund for the order in its entirety has been processed. I apologize for the inconvenience this has caused.
  
  

  Customer Answer

  Date: 09/04/2024

  Of course, this company would NEED to refund my money since I did not receive the item in the specified--'promised' time.

  I am sure this is NOT the first time this happened...where the delivery company has not delivered the item on time. If the company is aware that this is a possibility, they should inform the customer that it might happen. Had I known this might happen to my order, I would have   a) paid for overnight delivery  b) ordered from a different, more dependable company. 

  I also mentioned that the customer service representatives were not only NOT helpful, they were borderline RUDE. 

  Simply refunding money that SHOULD be refunded in the first place is NOT GOOD ENOUGH. If a company has excellent customer service and cares about their reputation, they should have compensated me with a complimentary order or something along those lines. HORRIBLE CUSTOMER SERVICE in every way.

   

   

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 custom mints, hershey chocolate kisses, gift bags and custom tags on 7/20. I was charged $24.99 for expedited shipping with a cold pack for the chocolates. I called the company twice to tell them i didn't receive the hershey kisses or the bags. I also emailed their customer support department. They didn't care at all that they didn't deliver what i ordered. They didn't care that they charged me $24.99 for expedited cold pack shipping. They didn't cold pack anything. They didn't deliver the hershey kisses or the bags. I spent 2 hours on 7/27 driving around town to try to buy other bags and items that they didn't deliver. I needed everything by 7/27 for a birthday party.
  
  I would never have just ordered mints from them. I wanted everything I paid for. I can't believe their attitude. They charged me for items I didn't receive. They didn't care that I spent the morning buying items i had already paid them for. It's almost fraudulent. I asked them to refund all the items i didn't receive along with all of the shipping, but they refused. They refunded the mints that i received, not the chocolate and the bags I didn't receive. They also said they would issue a $3.00 credit for shipping. That is just unbelievable.
  
  I will never order from them again.

  Business Response

  Date: 08/14/2024

  Hello, I apologize for the missing product and the inconvenience that this has caused. A refund of $40.99 was processed on 7/30/2024 for the product and shipping differential. We will process an additional refund for the difference between that Organza Bags and Mints. I apologize for the confusion and hope you have a great day!

  Business Response

  Date: 08/22/2024

  A refund for the missing product and difference in shipping for one product rather than two has been issued. We will move forward with a full refund for the inconvenience this has caused. 

  Customer Answer

  Date: 08/27/2024

  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. 
  
  
  
  Regards,
  
  
  
  ****** *******
  

• Initial Complaint

  Date:02/27/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 will never order from here again
  My order came to almost $200.00. When I rcvd the order I did not open it until the next day. There were open candies in some bags and in another bag the candy was all stuck together. ( white m&ms were fine) when I called I was disconnect 3 times and placed on hold for 35 minutes just to be told that I should of took a pic of the box before and after receiving it, and they could not help me. They asked that I show. Pic of the candy that was opened which I did and also asked if I send a pic of the candy in the box which I did. That still was not good enough for them. I have never in my life heard of such a policy. . This is unfair to people who work hard for their money for this company not stand by the product. Shane I had to throw 80% of it away

  Business Response

  Date: 03/12/2024

  Hello, I am sorry to hear that you were not satisfied with the candy that you received. The images that were reviewed displayed no damage to the package. We will process a refund for your order as a one-time courtesy since you were unable to use the candy. You will receive confirmation of this refund by separate email. You should see the refund in 7-10 business days depending on your financial institution’s processing time. I'm sorry for this issue and any disappointment. Have a great day!

  Customer Answer

  Date: 03/12/2024

  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. 
  
  
  
  Regards,
  
  
  
  ******* ***********
  

• Initial Complaint

  Date:02/26/2024

  Type:Product 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 have just received the candies, which arrived broken with some faded colors and melted to the package, which looks unhealthy and should not be consumed. These were for my kid’s birthday and now I cannot give them. It can be harmful for their health or may contain food poisoning due to long period of exposure to hot weather. I would please like a refund of the money spent. I would appreciate if you can help me with this issue. I have tried to contact them, but their email is invalid as well.

  Business Response

  Date: 02/27/2024

  Hello, I am sorry to hear there were issues with your order. A full refund will be processed. For future inquiries, please reach out to our customer service team directly at ****************** or ************. Have a great day!

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.  I would please like to have a full refund of ****** back today.  What should I do with the damaged candies? I do not want to pay for shipping. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

  Customer Answer

  Date: 02/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ******

  The seller only refunded $54.97 and not the full amount of $77.89. This is getting beyond frustrating at this moment. 
  
  

  Business Response

  Date: 03/04/2024

  Hello, our apologies for the confusion. The original ****** claim amount was for $54.97, so that amount was processed first, and then the remaining amount. You should see two transactions in ******; one for -$54.97 and one for -$22.92 for a total refund of -$77.89, equaling your order total. These were processed on 2/28/2024. If you have any further questions or concerns, please reach out to ******************. 

• Initial Complaint

  Date:03/17/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Reporting shipping practices: our package did not arrive at the promised time. I was told my package would arrive on Friday and they processed it as 2-day shipping. I looked at my tracking number and the label was created on Thursday (3/16). In order for the package to arrive at the promised time (Friday 3/17), it should have been overnighted. Additionally, they did not select the option to receive a Saturday delivery for two day shipping. Upon further discussing with UPS, the order was actually processed at ground, which is 3-5 days. Our items were needed for Sunday and they aren’t scheduled to arrive until Monday.
  
  When I spoke with customer service at Just candy, they didn’t own their actions. They were not apologetic. They gave me two options, they said they would cancel my delivery if it was not satisfied with a late delivery. The other option they gave was a discount for the late items. I don’t want a refund. I want the items I paid for.

  Business Response

  Date: 03/20/2023

  Hello,
  
  We were out of stock on a portion of the orange gummy bears
  that the customer ordered. The customer service team reached out on 3/10 to let
  the customer know and offered two solutions – wait until more orange gummy
  bears arrive or to substitute the missing amount with a different available
  color of gummy bears. Color options were provided on 3/10 and the customer
  responded on 3/11. The order was updated the following business day on 3/13
  with gummy bears that were in stock, and the customer let us know that they
  were needed 3/17. On March 13th, this order was upgraded by our
  customer service team to comply with our normal two days of production, ship
  via 2DAY and arrive to the customer by Friday March 17th.
  Unfortunately, the customer’s order production was delayed and did not ship
  from our facility until Thursday, March 16th to arrive on Monday,
  March 20th. When the customer alerted the customer service team, two
  options to rectify the issue were provided:
  1. Our team could have the
  package returned to our facility and issue a full refund for the order OR
  2. The customer could keep
  the product when it arrives, and we would issue a 25% refund of the order
  total
  Our customer service manager spoke with the customer on
  Friday March 17th to apologize for the delay and reoffer the
  solutions. The customer stated she'd the customer service team back on which
  solution she would like to move forward with. We are awaiting the customers
  call to issue a refund for the late arrival. Our customer service team can be
  reached at ************ or *******************
  
  Thank you.

  Customer Answer

  Date: 03/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********. While I do not think the company was apologetic or urgent enough for the inconvenience caused, I do accept the 25% discount. The next time a customer needs the order delivered by a certain date, Just Candy should select the proper shipping method to ensure that the package is received. 
  
  
  
  Regards,
  
  
  
  ******* *****