Business Profile

Food and Beverage Services

The Hershey Company

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Complaints

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

Customer Complaints Summary

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

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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:05/18/2025
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.
Bought this zero sugar assortment for my dad's birthday because he's a diabetic and loves chocolate. His favorite being ***** cup and there wasn't a single ******* cup in the bag. I don't except you to help but letting you know so you know something went wrong just incase other bags have the same problem.
Business Response
Date: 05/20/2025
Good day,
We appreciate you sharing this with us. We contacted Ms. ****** by email to express our apologies for the missing ******* Candies in her bag. We completely understand her disappointment and recognize the problem. To make it right, we included $10 in coupons as compensation.
If there's anything else we can help with, please let us know. Thank you!
Initial Complaint
Date:04/21/2025
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.
Got a York pepper mint patties for my child on 4/20/25 and when opened there is a blue hair/ string wrapped around the chocolate.
Business Response
Date: 04/23/2025
Good day.

Thank you for bringing this consumer complaint to our attention. We apologize for the situation they encountered with our product. We have emailed the consumer to gather more information about the incident and confirm if the object is still available to be returned to us for further investigation. Once the additional information is provided, we will also offer appropriate reimbursement to the consumer for their experience.

Thank you again.
Sincerely,
Consumer Relations Department
The Hershey Company
Initial Complaint
Date:04/16/2025
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.
New items seem to go out of stock rather quickly. The PB&J sandwich kit released an hour before I woke up ton April 8. Would be nice if a release time was provided as well if Hershey plans to restock the item. I emailed Mr. **** about this back on April 8 but havent heard back yet, so its been 8 days so far with no response.
Business Response
Date: 04/16/2025
Good afternoon.
The ******* Peanut Butter and Jelly Sandwich Kit was a limited time offer, and there are no plans to make and offer the kit again. Unfortunately, the kits sold out quickly and not everyone who wanted one was able to purchase one. However, ******* Big Cup PB&J Grape Milk Chocolate Peanut Butter Cup Candy Pack and ******* Big Cup PB&J Strawberry Milk Chocolate Peanut Butter Cup Candy Pack are available for purchase on our website **********************************, as well at major retailers such as Walmart.
We cannot provide in advance the day or time in which we will post social media alerts and send email notification for limited offerings. We schedule these updates with consideration to a number of factors, and the times and day of the week varies.
Respectfully,
****,
Hershey's Consumer Relations Dept.
Initial Complaint
Date:02/27/2025
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.
On Sunday, 2/23/25, I opened a bag of ******* Dark Chocolate Mini eggs purchased at Stop and Shop in **********, **. There was a 2 1/2" piece of sharp, white, broken plastic in the bag. I contacted Hershey immediately. The only way to contact them is a customer service hotline or email that is M-F 9-9. I did both. I asked them to investigate and issue a recall for this lot# and any other affected. This is obviously from equipment that is in contact with food. I did this job both in manufacturing and in the grocery store. This is a big deal. There could be small shards of plastic in other bags that get mistaken as the candy shell and eaten. Hershey got back to me Monday and has just asked for the product to be returned and they will forward it to the appropriate department. I've heard nothing else from them or the ** team.On Tuesday, I filed a complaint with the *** and with Stop and Shop. Stop and Shop is the only one to get back to me about the problem. As a ** manager, this is a huge failure for public safety. Should I turn to media? Please advise.
Business Response
Date: 03/03/2025
Hi *******,

Thank you for sharing the consumer's complaint. We received the complaint and have apologized to the consumer about the issue. We have offered $25 coupons but was declined. We have requested the return of the object, which will be forwarded to our Quality Team to investigate the issue further in the manufacturing facility. We have mailed a return kit to the consumer on February 26, 2025, and we are waiting to receive the object. Once the investigation is complete, we will share it with the consumer.

Thanks again.
Customer Answer
Date: 03/17/2025
Hershey has done nothing. I received packaging and sent the foreign object back to them last Friday 3/6/25. I have not heard anything more. It's really okay with everyone that they don't do anything about broken plastic in a food product? Ridiculous! Why would I want coupons for more of their product?
Business Response
Date: 03/18/2025
Good day,
We appreciate you highlighting Ms. ********** concern. We acknowledge the issue and have asked for the item to be returned to us for further investigation, which she has agreed to.
As of now, we have not yet received the return kit. Upon its arrival, we will send an email confirmation to the consumer, as the investigation may take several weeks. Please be assured that we will communicate the findings to her once the investigation is finalized.
Thank you.
Initial Complaint
Date:01/27/2025
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.
I am twelve years old and I was ecstatic to try your Hershey's kisses but when I opened the bagel over half of them were already opened I have autism and I am very disappointed.
Business Response
Date: 01/28/2025
Good day,
Our Consumer Relations Team reached out to the consumer by email to obtain their parent or guardian's name since we cannot directly correspond with children below 12 years of age as per policy.
Once they respond, we will take it from there and gather relevant information for a resolution.
Thank you.
Business Response
Date: 02/04/2025
Good day,
We are pleased to inform you that our team has successfully addressed this issue. A representative communicated with *****'s mother, who accepted a $25 coupon as a resolution.
Once again, thank you for bringing this matter to our attention.
Initial Complaint
Date:12/30/2024
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 was buying 3 - 4 (2lb) bags of Hershey's Kisses a month, for about 2 years, and made the mistake of telling them that this is "the only candy I eat." I complained to them about a bag that I bought in September, and at least 5 agents told me that it was "on its way", instead they sent me a letter (10/4/24) dated 10/1/24 stating "unfortunately we will not be able to reissue the ($20 coupons", which they never issued this one, after waiting for it, at least, a month. The only reason I'm asking for double is because they continously lied to me and had me waiting for a refund they had no intention on refunding, after telling me "7 - 10 business days." I refuse to buy anymore of their candy, until this is resolved, and switched to **********
Business Response
Date: 12/30/2024
Hi,
I have reviewed this case. This consumer's original complaint was she felt there was not enough HERSHEY'S Kisses in the bag. We explained that the product is packaged by weight, not count. We did send $20 in coupons. In addition, the consumer called on July 1 with the same complaint, and we provided the same explanation. We sent $24 in coupons at that time. She has not presented us with a product quality issue; therefore, the coupons were not reimbursement for faulty product.
In 2024, we have sent $44 in coupons and in 2023, we sent $48 in compensation.
The consumer states she did not receive the coupons. We verified that we had the correct mailing address, and we have not received the coupons back as undeliverable. We will send her additional coupons (assuming she did not receive the coupons sent in September 2024), but only the original $20 worth, not $40 as she is requesting.
Customer Answer
Date: 01/14/2025
They have refused to send the $20 check promised. This is not resolved. I called them for the last time 1/13/25, and again, they sent forwarded my complaint. I'm extremely disappointed in a company that I'd been loyal to for decades.
Business Response
Date: 01/17/2025
Hi,
We've reviewed the details of the complaint, and we never offered a $20 check to the consumer; we do not compensate with a check for this type of issue. Please be informed that we've sent an additional $20 coupons to the consumer last December 31st, 2024.
Thank you!
Customer Answer
Date: 01/17/2025
Hershey is lying! They offered the $20 check. It serves me know purpose if I lie, and when I offered them names of the **** who told me, and those assured me that it was "in the mail" they said, "no." I'm so disappointed in this company, because I really wanted to believe that they had "integrity", which is something not many care about today. To Hershey, to say you didn't tell me that, means I would have to be lying, and I take great offense to that! You are the liars, and not just 1, at least 5. You didn't want their names because it's easier to blame the consumer! I will tell of my experience if I never receive the check Hershey promised. Not just BBB. I'm really in disbelief of such a reputable company.
Customer Answer
Date: 01/21/2025
[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 Answered]

Complaint: 22746741

I am rejecting this response because:

Hershey is lying! They offered the $20 check. It serves me know purpose if I lie, and when I offered them names of the **** who told me, and those assured me that it was "in the mail" they said, "no." I'm so disappointed in this company, because I really wanted to believe that they had "integrity", which is something not many care about today. To Hershey, to say you didn't tell me that, means I would have to be lying, and I take great offense to that! You are the liars, and not just 1, at least 5. You didn't want their names because it's easier to blame the consumer! I will tell of my experience if I never receive the check Hershey promised. Not just BBB. I'm really in disbelief of such a reputable company.

Regards,

**** M *****
Initial Complaint
Date:10/06/2024
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.
There was a package of ******* pieces in my assorted bag of candy that only had 2 pieces in it even though it hadn't been opened yet.
Business Response
Date: 10/10/2024
The Hershey Company attempted to call the consumer on October 8 and October 9. Her voice mailbox was full and we were unable to leave a message. The Hershey Company responded to the consumer through email on October 9, 2024. Our email response is below.
Please note that we request additional information from the assortment package, such as the *** and manufacturing code, which are located on the back of the bag. We may provide coupons in accordance with our standard handling process.
Dear *******:

Thank you for contacting us about your Candy Assortment. We are sorry to learn of your concern and appreciate you bringing this to our attention.

We are writing to let you know that we have attempted to reach out to you via the telephone number that was provided, but we were not successful.
In order to ensure that we have all of the information we need to provide you with an accurate response, we would like to speak with you. Please call us toll-free at ************** weekdays from 9 AM to 9 PM ET, using Case Number 11186755.

Thank you again, *******, for taking the time to contact us. We look forward to hearing from you.

Sincerely,

******* D
Consumer Response Representative
The Hershey Company

Case#: 11186755
Initial Complaint
Date:08/08/2024
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.
I purchased hersheys chocolate cakes today and when I bit into it I immediately tasted an awful taste. I looked at the cake and saw it was completely covered in mold inside. I took pictures and videos of the cake. This left a horrible taste in my mouth and got me nauseous. Horrible experience!
Business Response
Date: 08/09/2024
Dear ******,
Thank you for contacting The Hershey Company and sharing the photos.

We are sorry to learn of your recent experience and the concern this has caused you. This product is manufactured, sold, and distributed by another company under a licensing agreement. Although we do not make this product, we are concerned that you experienced a problem and want to be sure that you are able to resolve the issue. We will make sure to have the licensee contact you directly.

Please feel free to contact us again if you havent heard from the licensee. Please call us toll-free at ************** weekdays from 9 AM to 9 PM ET, using Case Number 11148205.

Sincerely,

****
Consumer Representative
The Hershey Company

Case#: 11148205
Initial Complaint
Date:07/19/2024
Type:Customer Service 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.
On 7-18-24, I submitted a receipt with a Twizzlers purchase to the Hershey-sponsored Twizz the Day Away Promotion. There was no option to send two files, so I had to take a picture of my long receipt in one file. I submitted the file, then played the instant win game and was told I was an instant winner of sunglasses and a case. I received confirmation that I won pending receipt review. When the receipt was rejected, I emailed it to customer service for the promotion. I was told they do not accept receipts that way, and was told to eliminate non-relevant sections of the receipt and resubmit it on the site. When I did so, I was told I was a non-winner (though it was the same receipt I had submitted and won with). I request the remedy of having the prize I won approved.
Business Response
Date: 08/05/2024
Dear ****,
Thank you for contacting The Hershey Company and sharing the photos.

We're sorry that you experienced a problem while attempting to enter the Twizz the Day Away promotion.

A prize is being issued to you. Again, we apologize for the disappointment and frustration that youve experienced.

We hope you have a sweet day!

Sincerely,

****
Consumer Representative
The Hershey Company

Case#: 11143391
Customer Answer
Date: 08/05/2024
[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 Answered]

Complaint: 22014334

I am rejecting this response because:

I will close this response when the prize is received, thank you very much for helping to resolve this issue.

Regards,

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

Customer Answer
Date: 08/16/2024
Yes, I will wait to close the complaint until I receive the prize as remedy. I have been notified that I will receive it but it has not yet arrived.
Business Response
Date: 08/16/2024
Our promotions are handled by third party agencies that specialize in promotions. Prizes are shipped in batches and the next batch is not expected to be shipped until September. We have apologized for the inconvenience to this consumer and we are shipping a prize to her.
Customer Answer
Date: 08/16/2024
[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.

Regards,

***********************
Initial Complaint
Date:07/19/2024
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.
A year ago I was completely enamored with One Brand Protein Bars and my weight loss journey. They offered client services that were second to none. Then they were formally acquired by Hershey thats right the candy bar company.In late May I ordered a couple 12 Bar boxes thru Amazon. In past they appeared to be drop shipped directly from One Brand. Bars were fresh and in cold pack. The recent orders are old, not fresh, and the chocolate flakes off and all over your clothes. More than likely from storage in an I temperature controlled warehouse. Amazon does not allow for refund or credit and links directly back to One Brand website.All reply emails come from Hershey Corp and offer no reasonable resolve or help. They focus on new flavors and any accolades versus the issue. Its clear the corporate giant has taken over and destroying the brands perfect service and service. Even pic attached showed bar and date for their tracing and note that date of issue is valid. No resolve or offer to asssit.
Business Response
Date: 07/24/2024
Dear *****,
Thank you for contacting us back at The Hershey Company. We are sorry to learn you were disappointed with our response.

We are happy to offer you check reimbursement for the shipments you received from Amazon that appeared heat-damaged.

To ensure that our product arrives in the best possible condition, we recommend purchasing items that are sold and shipped by Amazon.

Once again, we apologize that your previous purchase and our response did not meet your expectations. We hope your next experience with our products is as good as always.

Sincerely,

Jill
Consumer Response Representative
The Hershey Company

Case#: 11120055
Customer Answer
Date: 07/24/2024
[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 Answered]

Complaint: 21975800

I am rejecting this response because:

To date Hershey has not provided resolve in any form and been evasive when contacted directly before the BBB.
All recent One bar purchases have come directly thru Amazon. As offered they are almost always shipped in perishable packing and dry ice. Infact I had a new order received in just that way from ****** this week. The previous order from May that is in question, Amazon, did not ship in same manner. I do believe it is also heat damage and likely sat in hot humid conditions between warehouse, truck and porch delivery.
Hershey can refund, send box replacement or any other reasonable resolve. I have purchased and used these bars almost exclusively and daily, since surgery in 12/2021.

Regards,

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

Business Response
Date: 07/29/2024
Dear *****:

Thank you for sharing your recent experience with one of our products. The information you shared will be reviewed by the appropriate department.

While we apologize for your experience with our product, we appreciate you bringing this to our attention and helping us maintain our high-quality standards. We are actively working with Amazon to resolve these issues.

We have sent a check reimbursement on July 24, 2024.
Sincerely,

****
Consumer Response Representative

Case#: 11120055

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The Hershey Company is NOT a BBB Accredited Business.