Business Profile

Food and Beverage Services

The Hershey Company

This business is NOT BBB Accredited.

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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.
8 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.

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
Initial Complaint
Date:07/12/2024
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 a Hershey Party Pack at a local ******* store. I found one empty Reeses Pieces pouch. The code on the pouch is 93AUSS298A. BB 06 2025 The code on pack is 91AAFH398L. BB01 2025
Business Response
Date: 07/15/2024
Dear *****,

Thank you for contacting us about HERSHEY'S Candy Assortment and sharing the photos. We are sorry to learn of your concern and appreciate you bringing this to our attention.

A great deal of care is used in our manufacturing and packaging processes to ensure our consumers receive quality products. Occasionally, a problem like you described can occur due to the high-speed automation used in packaging our products. We have reported the information you provided to our ***************** Team.

Since product quality is our top priority, please provide the following information so that we can complete our report:

- UPC bar code numbers from the ************************ Assorted Party size packaging

- Your complete mailing address, so that we may send you some coupons

Please reply to this email to provide us with this additional information.

If you prefer, you can call us toll-free at ************** weekdays from 9AM to 6PM ET, using Case Number 11123347.

Thank you again, *****, for taking the time to write to us. Your valuable comments have been forwarded to the appropriate departments.

Sincerely,

****
Consumer Representative
The Hershey Company

Case#: 11123347
Initial Complaint
Date:05/17/2024
Type:Sales and Advertising 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 purchase the Hershey chocolate bars by the case. I eat one a day as part of my sugar control. This last box has the bars wrapped around them very tightl6 and glued. It is terrible to try to open! I see no reason to make something as simple as removing the wrapper such so difficult. Is this the way all of your future products will be sealed? If so, Ill be changing brands. I spent most of my career with one of the largest corporations in the world. I was the one who developed the packaging for many of their retail products. If this change had to do with government guidelines or consumer safety I would reluctantly accept it. If not, I will be looking for a different brand to satisfy my needs.
Business Response
Date: 05/21/2024
Dear Ed:
Thank you for contacting The Hershey Company.

We received the Better Business Bureau complaint you initiated. We apologize that your previous purchase did not meet your expectations.

Since product quality is our top priority, please provide the following information so that we can complete our report:

- UPC bar code numbers

- Manufacturing code stamped on the package (which is a series of numbers and letters)

- Name and location of the store where you purchased the product along with purchase date

Please reply to this email to provide us with this additional information so we can investigate the issue and offer replacement product to you.

Thanks again, **, for taking the time to write. We look forward to hearing from you.

Sincerely,

****
Consumer Representative
The Hershey Company

Case#: 11073482
Initial Complaint
Date:04/10/2024
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.
See pdf. Consumer is upset because she can not find the expiration date on Hershey candy bars.
Business Response
Date: 04/12/2024
Dear ******:
Thank you for contacting us back at The Hershey Company through the Better Business Bureau complaint you registered.

The Manufacturing Code and Best By Date code are always located together on the packaging near the ***.

On January 1, 2011 - All of our manufacturing facilities implemented a standard manufacturing code for all North American products.
- Hershey facilities: the 4th and 5th characters within the code are numeric and are the plant designators.
- Actual Best By Dates have replaced the previous user-friendly codes that consisted of a combination of letters and numbers that needed to be deciphered.

The placement of these codes on our retail items can be found near the *** as mentioned above:

Wherever possible, the Best By Date Code will be placed on a second line below the Manufacturing Code on all consumer units.

Example: 82K13533 = Production Code
BB 10 2024 = Best By Date Code

A single-line code will be used when the two-line format is not feasible due to a lack of printing space or other product constraints.

Example: 82K13533BB 10 2024

Thank you for taking the time to write and for expressing your concerns. We always value the feedback we receive from our consumers, and you can be sure we will share your comments with the appropriate teams.
Sincerely,

****
Consumer Response Representative
The Hershey Company

Case#: 11014974
Customer Answer
Date: 04/27/2024
I am recovering from shingles right now, and I do not have much technical skill. So, I am sorry I did not reply to you in a timely fashion. Here is my summary of Hershey's communications with me, received only after you contacted them: 1) their agent sent me an email that mostly contained cut and pasted information which was basically irrelevant to my issue. There was no admission of the existence of the problem (i.e., no dates of expiration, or none anyone could find on their candy bars.) 2) The subsequent responses were basically insulting to anyone, for example, saying Hershey cannot train grocery store staff to find dates, etc. 3) Finally, the agent said she was forwarding the information to their "team", to be considered. No commitment whatsoever to any correction or accepting of any responsibility. I was very disappointed and frustrated, to say the least.
I cannot fight the giant, extremely wealthy Hershey corporation to get them to protect me and other consumers from having the information to allow us to avoid buying out-of-date food. I cannot even get them to agree they should obey the literal law, much less the spirit of the law (making expiration dates easy to find and read.) I am hoping you will help me get them to do that. If it is too late, thanks anyway for your kind help thus far.
Sincerely
***************************
Business Response
Date: 05/02/2024
Dear ******,
The Hershey Company has received notice of the complaint you submitted to the Better Business Bureau.

We apologize for any misunderstanding. We appreciate your taking the time to share your concerns. We always value the feedback we receive from our consumers.

As I mentioned in the previous correspondence, The Hershey Company does not conceal manufacturing codes or Best By Dates on our packaging. We follow all U.S. Food and ******************* ***** regulations.

We monitor all inquiries we receive from consumers and we have not noticed an increase in complaints about the Best By date coding on our packaging.

Additionally, we were not trying to insult you with our previous response. We only tried to provide suggestions to help you read the Best By date coding.

All consumer complaints are taken seriously and forwarded to the appropriate department for review. We continue to track these issues and forward any feedback that we receive.

Once again, we apologize if our previous response did not meet your expectations. We do take every complaint or inquiry we receive seriously.

Sincerely,

****
Consumer Representative
The Hershey Company

Case#: 11014974

Customer Answer
Date: 05/03/2024
[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: 21555318

I have received the same inadequate answer from Hershey as you have forwarded to me and already answered it, by email, to them. But I also want the BBB to know I have rejected their responses because: the company fails completely even to admit there is a problem. (********************* had the same issue with car makers who would not admit seatbelts were needed for safety in cars.) Hershey claims it puts expiration dates on all products and thus complies with the law. Well, possibly they do. But when you print a date in very dark ink on very dark brown paper, the point is that it cannot be found or read. And I note that ALL other required information is clearly printed in bright, white ink and is very easy to see and read. The obvious conclusion is that they hope the consumer will not notice and will just go on and buy out-of-date product. Concern for consumers' health and safety is missing entirely from their behavior, and from all responses to this complaint. Their first representative, ****, said by email that she was sending the complaint on to their team for review. Neither that response nor this one tells me how long the team review will take, and there is no indication I will ever be sent any team results, etc. How would I know any such review ever occurred or if any action will be taken? So, this is not a meaningful response. Hershey has ignored my complaints for two years, as I documented with copies of my documents sent to the BBB, and has answered in this totally unresponsive way only when I successfully complained to the BBB. The BBB's attention alone has motivated them to pretend to care, so I am very grateful to the BBB for their support. Possibly if I persist, with help from the BBB, they will move to correct the problem. "Hope springs eternal."

Regards,

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

Customer Answer
Date: 05/10/2024
Thanks very much for your kind help and support. I hope you will actually post my complaint, so others might be moved to join me in petitioning Hershey to change its poor labeling of expiration dates. I have hope that this could be corrected - there are very important health reasons for the laws governing such labeling and Hershey is a very wealthy, very famous company, which should feel an obligation to do what is right. If it became committed to labeling properly, possibly other companies that currently practice the same deceptive strategies might be moved to do things honestly as well. At any rate, you have mentioned my approaching a government agency to ask for more help. I appreciate that suggestion very much, but I do not know which one may deal with food safety issues like this. If you have that information, would you please let me know? Thank you again for all your help!
Sincerely,
***************************
Initial Complaint
Date:03/31/2024
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.
Last year, in May 2023, I purchased KISSES Milk Chocolate bags from ****** and sent them to my girlfriend in Vietnam. She stored the bags in the refrigerator and consumed them gradually over time. On 4/26/24, she consumed the candies and discovered maggots inside them (videos are attached). Upon inspection, she found that the packages were not yet expired. Can you explain why this occurred?
Business Response
Date: 04/05/2024
Dear *****,
Thank you for contacting us about HERSHEY'S KISSES Milk Chocolate Candy and sharing the photos. We understand how upsetting infestation can be and sincerely apologize that you encountered this situation with one of our products.

Infestation is an environmental problem that can occur during the storage and distribution of food products. While it can be challenging to determine exactly where the infestation occurred, we have comprehensive, integrated pest management (IPM) programs in place to prevent an infestation in manufacturing and distribution. IPM programs take into account things such as structural design and maintenance, sanitation, consideration of environmental factors, stock rotation, physical control methods, and chemical barriers and controls. Manufacturing processes such as nut roasting are at such high temperatures that insects could not survive.

Infestation can occur if the product is stored with or near infested food or pet products. Pantry pests can penetrate virtually any packaging on the market today, except for glass or metal.

We sell our products in good condition to wholesalers, distributors, and retailers who in turn, distribute and sell our products to the public. Unfortunately, products may become infested once they leave our control and enter the distribution system. Although we print proper storage instructions on all of our outer cartons, we have no control over the environmental storage conditions and stock rotation policies of distributors and retailers.

Thank you for playing a role in maintaining the high-quality products on which we have built our reputation. The information you provided has been reported, and appropriate action will be taken. Again, please accept our sincere apology for this unpleasant experience.

Additionally, we do not recommend refrigerating or freezing chocolate as a way to extend its shelf life; we recommend that you consume your chocolate by the “best by” date to ensure optimal product quality.

Please respond to this email and provide your complete mailing address for reimbursement.

Thank you again, *****, for taking the time to write to us. Your valuable comments have been forwarded to the appropriate departments.

Sincerely,

****
Consumer Representative
The Hershey Company
Case#: ********
Customer Answer
Date: 04/06/2024
[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:03/27/2024
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.
Called Hershey and file a complaint in reference to Christmas candy that was bad and the sealed package was missing candy..After several text messages I finally get 2 coupons in the mail for $4.00 each, Most of the time you get these they are good for 1 year! Apparently Hershey only wants to give you 3 months to use them. So a complaint filed in December of 2023 and 2 coupons arrive in January and expired on March 3,2024 When I called them and complained about this , it was like Oh well!It is not and Oh well! They can send a check out for $8.00 coupon MFG is ********
Business Response
Date: 03/29/2024
Dear ******,
Thank you for contacting us back at The Hershey Company. We are sorry to learn you were disappointed with our response.

The reason for the short-term expiration date on the coupon is to help prevent fraud and to ensure the coupon is used. We found that coupons with a longer expiration date are not used because the consumer forgot about the coupon or the coupon was lost.

We are issuing a check for $8 for reimbursement for HERSHEY'S POT OF GOLD Premium Assortment Chocolate Candy.

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.

Warm regards,

****

Consumer Representative
The Hershey Company

Case#: 10994289
Customer Answer
Date: 03/29/2024
[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:03/05/2024
Type:Sales and Advertising 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 bought a Rolo Dark Salted Caramel package and when I opened it up it had both Rolo Dark Salted Caramels inside as well as Dark Hershey Kisses. I didn't want Dark Hershey Kisses. I wanted them to all be Rolo Dark Salted Caramels.
Business Response
Date: 04/12/2024
We reached out to the consumer directly by phone to obtain the remaining product and packaging information. Additionally, we issued appropriate reimbursement to the consumer.
We forwarded the information to our QA department to investigate this issue as well.
Customer Answer
Date: 04/12/2024
[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:02/13/2024
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.
Bought a large bag of ****** ******* chedar and the product wasn't flavored at all. seemed that all teh flavoring had been omited. clearly an issue in quality control,
Business Response
Date: 02/14/2024
Dear ******:
Thank you for contacting us about ******** ***** **** White Cheddar Puffs. We are sorry to learn of your disappointment and appreciate you bringing this to our attention.

A great deal of care is used in our manufacturing and distribution processes to ensure that consumers receive quality products. The information you provided has been reported to our Quality Assurance Team.

Since product quality is our top priority, please provide the following information so that we can complete our report:

- UPC bar code numbers

- Name and location of the store where you purchased the product along with purchase date

- Price paid for the product so that we may send you the appropriate reimbursement

Please reply to this email to provide us with this additional information.
If you prefer, you can call us toll-free at ************** weekdays from 9AM to 6PM ET, using Case Number ********.

Thank you again, ******, for taking the time to write to us. Your valuable comments have been forwarded to the appropriate departments.

Sincerely,

****
Consumer Representative
****** Brands

Case#: ********
Initial Complaint
Date:12/17/2023
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.
Ordered a custom 5 lb Hershey bar , which didn’t come custom! My dad is a World War II veteran and was so excited to give this gift ! I tried many calls , emails, to the Hershey company with no help! Just keep transferring me to someone else! Would be nice to actually talk to someone who cared about helping! Customer service is the WORST!!!
Business Response
Date: 12/29/2023
Dear *****:

Thank you for contacting us back at The Hershey Company. We are sorry to learn you were disappointed with our response.

While we apologize for the confusion, we do not offer personalized wrappers on HERSHEY'S Milk Chocolate Bars in the 5lb size. We do offer personalization of select products at Hershey's Sweet Personalization website at *************************************************;

We are offering a refund for the HERSHEY'S Milk Chocolate Bar 5lb size.

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.

Thanks again, *****, for taking the time to reach out to us.

Sincerely,

****
Consumer Representative
The Hershey Company

Case#: ********
Initial Complaint
Date:12/01/2023
Type:Sales and Advertising 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.
Hershey Puerto Rico ******** Page Advertise That There Will Be A Promo Giveaway Which Is A Christmas Ornament When You Buy Two Hersheys Products On Store Which Is ***** ******* ************** Dec 1 2023 From 3pm to 7pm When I came to the store there's no Hersheys Promo I call ***** ******* Offices and Spoke With ****** Regarding This Promotion I do want my Hersheys ornament
Business Response
Date: 12/29/2023
Dear ******:

Thank you for contacting The Hershey Company.

We are sorry to learn you did not receive the ornament at the location where you purchased your HERSHEY Holiday candy. While we are unaware of the circumstances that led to the omission of the giveaway, we would like to offer check reimbursement for the products you purchased for this promotion.

Once again, we apologize for the problem you experienced. You will receive reimbursement by postal mail within two weeks. We appreciate your loyalty as our customer.

Sincerely,

****
Consumer Representative
The Hershey Company

Case#: ********

Customer Answer
Date: 12/29/2023
[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 Answered]

Complaint: ********

I am rejecting this response because: I AM A HERSHEY BRAND COLLECTOR AND I DO WANT THIS HERSHEY ORNAMENT FOR MY COLLECTION ALSO I WAS SO MAD THAT I THROW AWAY MY CASH REGISTER RECEIPT BECAUSE I DIDNT RECEIVE A RESPONSE BEFORE IT TOOK SO LONG FROM HERSHEYS HEADQUARTERS
THANK YOU

Regards,

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

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The Hershey Company

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The Hershey Company is NOT a BBB Accredited Business.