ComplaintsforJARDI Chocolates

• Initial Complaint

  07/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a box of chocolates. There was an indication that they strongly recommended overnight but there was no stipulation or indication of what the risks were. I assumed that dry ice would be used or better packaging. I have shared pictures of what arrived and they refused to refund the order. If they had said they would not ship or did not use packaging that could guarantee safe arrival I would not have ordered the chocolate. I did get 2nd air which was an additional expense.

  

  Business response

  07/24/2023

  This order was placed via our online store.  On the cart page, prior to choosing a shipping method and paying, we state "We strongly encourage all orders be shipped with an overnight speed, regardless of their destination. Unfortunately, we cannot be held responsible for melted products."  Before proceeding from that page, there is a check box that must be clicked stating "I understand overnight shipping speed is strongly recommended."  This check box must be clicked in order to choose a shipping speed and paying for your order.

  This is more than a mere indication, as it is written twice and requires the buyer to read it before being allowed to complete their order.  Additionally, had the customer had a question about how we shipped products she could have called us (there were no missed calls from her prior to her order being shipped), emailed us (there were no correspondences with her prior to her order being shipped) or checked our *** page which has a whole section explaining how we ship our chocolates.  On that page we state "Our chocolates are packed in insulated shipping envelopes, and when necessary, have an ice pack (or two) along for the ride.  You also have the option to upgrade to Priority Express 1-Day shipping speed at checkout."  Had she had serious qualms about shipping chocolates during one of the hottest weeks on record, she could have reached out to us at any time if the *** page did not adequately answer her questions.  

  The insulated envelopes used for shipping are 1" foam 'extreme mailing pouches' from Cold Keepers which have been extensively tested in house over the last 3 years to keep chocolates cold for 24 hours.  This order was packed with 2x 6oz gel ice packs.  Had she chosen the overnight speed recommended, the ice packs would have arrived still cold and the chocolates in proper condition.  I do not believe there is "better packaging" since this is the standard used to ship medical supplies.  All of which would have been explained if she had contacted us regarding her concerns before placing the order.

  Customer response

  07/24/2023

   
  Complaint: 20351624
  
  I am rejecting this response because:there is no indication that I needed to contact you or anything else. I order food all the time from providers and they indicate clearly when they will ship and take care of the issues related to shipping. II have never had any of them refuse to refund or replace an item if it arrived in poor condition. It would be up to the seller to contact the customer and let them know about the risk. After all this is a service I am purchasing. You did not provide good customer service and you did not indicate what risk I was taking.
  
  Sincerely,
  
  *************************

  

  Business response

  07/24/2023

  The cart page clearly states that an overnight speed is recommended, as well as the fact that we are not responsible for melted products.  You had to click a check box that states you understood that before proceeding to purchase.

   You claim that we did not indicate what the risks of not following that advice were, but clearly, the risks were that the product COULD arrive melted IF the recommendation for overnight shipping was not followed.  I wonder what you assumed the risk would be otherwise?  This was one of the hottest weeks on record in the world.

   The BBB's overall standard applied in the review process is: "Did the company act in good faith, and do everything that could be reasonably expected?"  We did that by stating the recommended shipping speed twice as well as packing the order with ice packs and an insulated envelope rated for 24 hours.  To expect a small business to eat the cost of a product ruined by the customer's refusal to accept advice given twice is completely unreasonable.  I apologized for the ruined product, and offered you a discount code on your next order, which I feel is more than generous given the fact that we did act in good faith by warning the customers about the risk of melted product, packed it with the heat in mind, and stated plainly we are not responsible for melted product.  

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