ComplaintsforSee's Candies, Inc.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After countless complaints, I still cannot get this company to remove a former resident off their mailing list. As the attachment shows, it's to the attention of: ******* ****** ****** ***** ***** ******** *** ******, at my address. I have lived here for over six years and I have never heard of this group. Every time I call/email and request to be taken off the list, I'm always told it will be done, and it never is. (Except for **** ****, who is incredibly rude and indifferent.) The photo is dated 8.16.2024; however, I have received two more in the last 10 days. Please. Take this off your list. I just want you to leave me alone. Six years is long enough. Stop it.

  Business response

  10/07/2024

  I have reached out to Ms. Leigh A** ****** to apologize for the continued unwelcome mailings coming to her address.  We are working closely with the team that manages our database and prospect mailings.  The person listed on mailings *** ****** received was involved in a non-profit group that was a fundraiser prospect for See's at one time.  There were never any orders placed on the prospect account so the contact information is not in our active file where we can opt the address out of the mailings.  We feel confident that we can get the prospect mailings to *** ******'s address stopped with the next round of holiday mailings that go out to fundraisers.  

  We have offered our sincere apologies to *** ****** and hope she will take us up on our offer to provide her with an assortment of our delicious confections as a token of our apology for the inconvenience and frustration the continued mailings has caused for her.  

  If you have additional questions, please feel free to reach out to me.  

  Thank you,

  SEE'S CANDY SHOPS, INC.

  ******* *****, Customer Experience

   

   

  Customer response

  10/10/2024

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

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couple hundred dollars worth of chocolates for a business acquaintance through a line of credit we received which sees candies. Sees candies failed to deliver the chocolates when I called to inquire the customer service rep said “I see your order number, but I do not know why it was not shipped.” I asked to speak to a manager and it’s been over two weeks no response. Very poor customer service and communication

  Business response

  09/04/2024

  We have located the missing order and taken steps to ensure that the order is filled and shipped in a timely manner.  The error was on the See's side.  We have taken steps to ensure this cannot happen again.  See's Accounting and Finance processed the order at no charge to our customer as our apology for accident cancellation of the order.  

   

   

  Customer response

  09/04/2024

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

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a box of Sees Nuts and Chews at the ****** ******* as a ******* gift. It was the normal 1-lb size. More expensive than in the store, but hey, it was the airport, so I took that understandable increase in stride. The next day, there was a joke in the house: who ate all the chocolates? There were noticeably few in the box and everyone teased the *******, even though she claimed she had eaten only three. She did lament that they had seemed few to begin with. Then someone noticed the box: It was the normal-sized 1-pound box, no changes there. But the box didn't show one pound as its contents, it had printed on it "11 ounces." I flew to the internet. Sees does not sell an 11-oz box anywhere on its sites. Sixteen ounces normal everywhere in the country down to 11 ounces. Not a decrease of 2 ounces, but a full 5 ounces--32% less. For more money. I apologized, even though it was not my fault. Now it was a gift gone bad. It's one thing if Sees is doing this system-wide (consumers might become more aware), but a same-sized box with 32% less in only one location: that is DECEPTIVE PRACTICE. If Sees is going to collaborate in this way, Sees should noticeably change the box size. It was particularly bad because it was a ******* gift that makes the giver look cheap. We agreed I should write and complain. I no longer have the receipt, but will be able to look up the charge on my card. Until such time as Sees changes the box size, I insist that the ****** ******* (and any other airports) post very visible signage where those boxes are sold that says something to the effect of (NOTE: 11 oz weight in 1-lb box).

  Business response

  08/19/2024

  Hello,

  See's Candy products sold at all ******* locations are sold through approved Licensees.  Each Licensee location decides which products they will be selling at their location.  While See's can recommend a retail selling price for each item, the Licensee business partner purchases the product directly from See's and does have the ability to set their own pricing.  Each product is clearly marked on the box with the type of product in the box as well as the net weight for that particular box.  

  All candy being offered in the different assortments is the same high quality product we offer in a See's shop or via ********.  Licensee packaging is different, and as already noted, the size and weight of the boxes may be different depending on the assortment offered at each particular Licensee location.  

  We apologize for any confusion or disappointment this caused.  We are happy to provide a replacement box of candy or a gift card our customer can use at any See's owned and operated shop, to purchase the item they felt they were originally purchasing.  If a refund is being requested, we will need to reach out to the Licensee with the purchase information so we can determine how they want to handle a refund.

  Customer satisfaction is our primary goal. We guarantee customer satisfaction with our products and our service regardless of where it is purchased.  We are happy to work directly with our customer to make things right.

  Best regards,

  SEE'S CANDY SHOPS, INC.

  Johnnie W****

  Customer Experience

   

   

   

   

  Customer response

  08/19/2024

  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.
  

  A coupon would be great that I can use on line - ***********************

  refund sounds too complicated 

  
  Sincerely,
  
  Julie B*****

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a 2lbs box from the site, they charged my card for the payment but I received no email confirmation. I tried to call the 800 number but to no avail. I just want what I paid for or a refund of my money.

  Business response

  07/31/2024

  We show the subject order was delivered to the delivery address on July 11, 2024.  We are reaching out to our customer to confirm the delivery address and determine next steps.  We will either replace the order or refund the customer's money based on the outcome of our conversation with customer.  If the customer did not receive the package and the delivery address is correct, we will also open a tracking investigation/claim with *** to determine what happened to the package we shipped to our customer.    

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against See's Candies regarding my recent order, number ********. Upon receiving my order, I found that the chocolate was spoiled and not suitable for consumption, exhibiting an unusual odor, discolored appearance, and off taste. I immediately contacted See's Candies' customer service, provided all necessary information and photographic evidence, and requested a refund, but I was informed by the agents that no action would be taken. Consequently, I threw everything out because I did not want that junk garbage in my house. Despite multiple follow-**** the issue remains unresolved. I am seeking your assistance to obtain a refund for this purchase. I apologize for any inconvenience caused and appreciate your help in resolving this matter.

  Business response

  07/24/2024

  See's Candies has received previous delivery related complaints from this customer.  We have provided full refunds without question.  Because of the past history with our candy deliveries to this location, without the return of the product for further inspection by our Food Safety and ************************ we are unable to accept additional orders for delivery from this customer.  We are providing the full refund for this order and will process it to the original form of payment today, 7-24-24.  Credit card refunds can take up to 7-14 business days depending on the issuing bank.  

  If the customer requires additional information, I am happy to discuss this matter further.

  Sincerely,

  SEE'S CANDY SHOPS, INC.

  *************************, Customer Experience

   

  Customer response

  07/25/2024

   
  Complaint: 22027323
  
  I am rejecting this response because:
  
  

  Dear *************************,
  Thank you very much for processing the full refund for my recent order. I truly appreciate the resolution to the delivery issues I experienced. I understand the concerns regarding past delivery-related complaints, but I assure you that I genuinely enjoy See's Candies and would love the opportunity to continue being a loyal customer. Please give me one more chance to demonstrate that I can have a positive experience with your  products. I kindly request that you reconsider blocking me from placing future orders. Thank you looking forward to hearing from you. 
  
  
  Sincerely,
  
  ***********

  Customer response

  07/25/2024

  Hello, thank you for reaching out. And I apologize for any inconveniences and confusions on my part. The last name is *****. 

  Business response

  07/25/2024

  See's Candies responded to the complaint in the BBB portal on 7-24-24.  We processed the full refund for our customer in the amount of $492.58 on *******.  We will be notifying customer *********** that we are unable to accept new orders for delivery to the same address due to the delivery problems that resulted in full refunds to two additional orders in the past.  Refunds can take up to 7-14 days to appear on customer's credit card statement, depending on the credit card issuing bank. 

  If you need additional information, please be sure to contact me.  

  Best regards,

  SEE'S CANDY SHOPS, INC.

  *************************.Customer Experience

  Customer response

  07/25/2024

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

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This occurred at the Lafayette, CA store on 2/25/24 at 12:02 pm (I have the receipt). There were two older men working (one named Cristian S, the other Tim). Tim was attending to a customer, the other, Cristian S., was standing there. My 10 year old daughter and I waited for over 5 minutes to pay for 2 boxes of chocolates we found on the shelf. During that time, the men never acknowledged our presence or offered to help, There was an open box of chocolates on the counter next to the register. My daughter asked the man who was doing nothing if she could sample one piece. Tim snapped at her and yelled at her to take her hand out of the box. This brought her to tears. He then proceeded to talk to the customer about how "children should know better," how she was "****** kid," and how parents are "entitled ******." I was standing, waiting to pay for my items, listening to these insults while my child cried. I interrupted, asked to be helped, mentioned I was waiting, and noted that he should not leave an open box of chocolates with no note or cover if he does not want people to think it's a sample box. He then proceeded to call me an "*****" in my child's presence, laughed to the other customer, and suggested I can leave if I don't like it. Both men openly talked and laughed about me and my daughter as I paid for my one item and left. These two older men have no concept of decency and respectful customer engagement. They should both be fired. They are a liability to your brand. I have not and will not purchase your product any longer after such a negative and hurtful experience. As a *** president and active parent in the community, I have led fundraising efforts and purchased hundreds of $$ from See's. No more. These guys insulted the wrong person. I've shared my story with other local families. They've shared that these men were also insulting to them. I'd appreciate a refund and mgmt f/u with these two men. Thank you.

  Business response

  07/08/2024

  See's Candies will follow up directly with our customer to determine how we can address her concerns and renew her families good feelings about See's Candies.  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set up a YumRaising shop through See’s Candy, for a girls softball team to raise money for their trip to Nationals. We raised $880.37. On 3/16 I got an email saying the check would be mailed in 30 days. On 4/22 I contacted See’s and they said the checks have not been mailed out yet. After still not receiving the check, on 5/14 I called customer service. They said my zip code Was missing on my account and told me to email Finance. They also said they cannot help me, as they did not have a direct line to finance. I emailed Finance 3 times and finally got a response on 5/17. Laura S*** on 5/21 said she was working with accounts payable and would try and get me the check to me that week. I have emailed twice since that date, 5/29, 5/31, and have not received a response and my check still has not arrived. These girls worked really hard to raise money and all I want is the check to be sent. Our trip is coming up very soon. See’s Candy is a very large corporation, $880 is not a lot of money to them, but to these girls that worked hard to earn it, it is a lot of money and they deserve to be paid what they are owed. Order # ******** ******** ******** *****

  Business response

  06/03/2024

  See's Candies is working with this customer to resolve the issue with the profit check.  Laura S*** will reach out to the customer again today and advise where we are in the process and when the customer can expect to receive the check.  Profit checks for non-profit groups who have participated in our See's Yum Raising Program are automatically generated from the information the customer provides at the start of the program.  We are looking into what may have happened that would have caused this check to be delayed.  See's will work directly with our customer to ensure she is 100% satisfied with the final outcome.  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 28, 2024 at approximately 4:30 PM, my six-year-old son and Decided to go into the ****************** sees candy. My son wanted to sample the birthday cake piece. The young woman at the counter told us that he could not sample it and that he would have to buy it. That made no sense to me because I was under the impression that anyone coming into the store could simply piece of candy of their choice. Please enlighten me if I am wrong. This employee was adamant that my young son could not sample this one piece and that he would have to buy it. It took me a full five minutes of arguing with her before she grudgingly gave him the piece. I dont care how good the product is and I find your company makes an exceptional product if your customer service is terrible. If I needed an appendectomy, then I guess I would have to go with whatever doctor was willing to do it regardless of their bedside manner, but when it comes to a piece of candy, customer service needs to be above par and you guys failed. I wanted you to know the specific details so that you could work to Retrain your employees so that they maintain the consistent values that match the quality of your product. Good luck.

  Business response

  05/29/2024

  See's Candies customer service will reach out to the customer to apologize and to work to make things right for this customer.  See's does offer a free sample at any of our company owned and operated shops.  We will be working with the District Sales Manager who oversees this shop to obtain more information about why the sample was denied and take appropriate action to make sure this does not happen again in the future.

   

   

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a regular customer at Sees for at least 12 years. Ive noticed the quality has gone downhill the past few months. Maybe inferior products? Yesterday I bought chocolate Almonds and Toffee-ettes. They had very little flavor and, in fact, tasted like an off brand candy that was very old. The almonds were soft and old tasting, couldnt taste any chocolate and the toffee was soft and tasteless. I think my Sees days are over. I havent taken the candy back because Im handicapped and getting out and walking is a real chore. I usually stop by when I have other obligations to my grandkids.

  Business response

  05/17/2024

  Hello ******,
  
  I hope this message finds you well.
  
  I am reaching out to you regarding the unpleasant experience that you had with our products.
  
  We sincerely apologize for the inconvenience. At ****, our hope is to have everything about us to be a happy experience and we apologize to you for any disappointment experienced. We wish to assure you that we have not changed the recipes of our candies. Our basic goal is to produce the best possible candy in the *************. We have never compromised in any way the quality of our product and continue to use the same highest grades of ingredients in making our candies. Also, we have strict shelf life guidelines in all our shops therefore we are at a loss to determine what exactly has occurred.
  
  ******, this matter is of great concern to us and we would like to further investigate this matter and work on a happy resolution for you. Please reach out to our *************************** at ************** and provide the reference number 978129. 
  
  We look forward to hearing back from you.
  
  Sweet Regards,

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

  See's Candies *************************** 

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

• Initial Complaint

  12/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  During the 2023 holiday season, Sees.com advertised and offered 3-day expedited shipping for the reduced price of $9.95. I took advantage of this offer and placed my order for Christmas stocking stuffers on December 16th, a full 9 days before Christmas. I have been a regular Sees customer and Berkshire shareholder for many years. On December 20th, I was notified that my order had shipped via **** I thought that was cutting it close, but had faith that it would get here in time. That never happened. In fact, the order never shipped. To this day, the tracking number simply shows a label has been created, and no further movement has transpired. When I called customer service, I was told that they must have just forgot to put my box on the truck. I was not offered expedited shipping to get it in time for Christmas, and the representative told me that was no longer an option despite it very clearly being a possibility. She offered to refund my $9.95 shipping fee. Hello, this is for Christmas. This is a huge ball drop here. While my order was eventually refunded, I feel completely let down. I am not whole and I am not going to shop Sees candies anymore unless this matter is rectified.

  Business response

  12/29/2023

  We are happy to work directly with our customer to resolve this problem.  We request direct contact information for our customer so we can accurately identify the order, what may have happened to cause the delay in shipping, and will then work hard to restore our customers confidence in our products and our service.  Customer satisfaction is an important goal at See's.  We intend to work hard to renew our customer's feelings about See's **********************.

  We request that our customer work directly with our Customer Experience leadership versus working through our contact center.

  Thank you for the opportunity to work to resolve this issue to our customer's satisfaction.  

  SEES'S CANDY SHOPS, INC.

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

  Customer Experience

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

*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. ↩