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Candywarehouse.com Complaint - Horrible Company - Candy

Review by Minniesurfer on 2010-09-02
This company is horrible!!! Horrible!!!! They shipped this in a cardboard box, with paper and just one "ice pack". This chocolate will not make it anywhere in the original condition. When I received it, it was completed melted. There are many ways to ensure chocolate makes it to a destination without melting ( i.e. dry ice, foam containers, etc), but this company is too cheap and too inconsiderate to use any of those. Don't buy anything from them unless you want it to arrive in a melted goo. And customer service is also horrible since they just tell you, oh well, we warned you. They should not be shipping candy if they do not take the precautions to try to ensure the best possible condition of the product.
Company Response on 10/18/2010:
Thank you for giving us the opportunity to respond to this complaint. CandyWarehouse.com takes pride in the quality of our products and services and that is why our company has been growing from the first day it started business back in 1998. Just take a look at our thousands of ratings by customers:

http://shopping.yahoo.com/merchantrating/?mid=3694

http://www.bizrate.com/ratings_guide/cust_reviews__mid--28058.html

This order was placed during the summertime and shipping to Gainesville, Florida, an extremely hot destination. As you can see in our information page for warm weather shipping, we specifically state the following (http://www.candywarehouse.com/heatindexmaps.html):

“Even if you and CandyWarehouse.com take every precaution possible, there is always the chance that candy will melt during transit. Please consider the type of candy you are purchasing during warm weather months as CandyWarehouse.com cannot provide refunds for melted products.”

Moreover, this policy is not uncommon to us . . . our competitors have the same policy as well (see below):

http://www.candydirect.com/shipping (see the last paragraph in bold print) http://www.candyfavorites.com/shop/hot-weather-shipping-faq.php
http://www.sugarstand.com/finding-answers.htm

If a customer is ordering chocolate in the summertime and shipping to one of the hottest areas of the country, he/she needs to understand there is a risk of melting. That is why we even ask customers to re-consider the type of candy they are ordering during warm weather.

According to UPS records, this particular customer’s package was left at the recipient’s front door. As noted in our warm weather shipping guidelines, we strongly recommend orders containing meltable products be delivered to either a business or if to a home, where someone is physically available to receive the product immediately. Since this product was left at the front door, there is no way of knowing how long it was left out in the heat.

All of our packages are delivered in cardboard boxes and we do include icepacks with meltable products. This particular order included one 5-oz box of chocolate. For a very small package like that, we include one icepack and increase the number of icepacks according to weight. In addition, by adding more icepacks to an order, the cost of shipping to the customer would increase as well.

This customer accuses CandyWarehouse.com for being cheap and inconsiderate. Quite the contrary. Most of our competitors charge anywhere from $2 to $3 per icepack while we include them for free. We truly try our best to protect our products but a customer needs to understand the risks when ordering extremely heat-sensitive items, like chocolate, during the summertime and to a destination known to be one of the hottest in the country.

The customer also suggested we use dry ice. Unfortunately, dry ice can actually ruin chocolate by causing the chocolate to become too cold and therefore causing it to “bloom” and altering its taste and texture (this is why one should not put chocolate in the refrigerator). Another suggestion is using a Styrofoam box. We are actually considering this route but it would mean charging the customer approximately $5 for the box. When the product this particular customer is complaining about was only $7.50, it does not seem cost-effective to then have to pay $5 for a Styrofoam box on top of shipping. Again, we are not being cheap or inconsiderate. Shipping in the summer is challenging and therefore, we do what we think is best and most effective without charging the customer an arm and a leg!

We deeply regret this customer was unhappy with her CandyWarehouse.com experience but stand behind our fair and reasonable policies. We have been in business for over 12 years and our melted candy policy has not changed over a decade. We hope the customer understands she too must do her diligence, read our policies, consider the risks and take some level of consumer responsibility.
Comments:6 Replies - Latest reply on 2010-09-03
Posted by Starlord on 2010-09-02:
How do they claim they 'warned' you? I used to get my meds from a mail pharmacy, and my insulin was shipped in a styrofoam box with a simple ice pack. I had no probelms with it, as it always arrived with the ice pack still frozen solid.
Posted by Venice09 on 2010-09-02:
DID they warn you?

How much did you pay for shipping? That would be a good indication of how the product is packed and shipped.
Posted by Weedwhacked on 2010-09-02:
I would just buy my chocolate at a store where I can bring it home myself.
Posted by MochiBrain on 2010-09-03:
I have been buying candy from candywarehouse.com for over 5 years and have always been happy with their service and products. When I did order chocolate last summer, they gave me a courtesy call reminding me they do not return for melted products (which I see most online companies also do not do) and although icepacks may help, they only last 24-48 hours. I thanked them, decided to take the chance and received most of my items in perfect condition with one item slightly melted. It was summertime, it was 95 degrees, I was ordering chocolate and I took the chance. They state all over their website that there are no refunds for melted items and even suggest ordering less heat sensitive items in the summer. We need to take some responsibility as consumers and we were forewarned (both on their website and even with a courtesy call).
Posted by Venice09 on 2010-09-03:
It's a beautifully designed website, especially for candy lovers. And they have Bonomo Turkish Taffy! It's good to know you are happy with their products and service, MochiBrain. I could become addicted to this site!
Posted by goduke on 2010-09-03:
I think they also have Swiss Petite Fruits, which are just heavenly.

I'm also thinkin' that shipping chocolate anywhere in late august is a pretty questionable practice for a company or a consumer. If it's going to sit outside in a box for more than a few minutes, I can't imagine that they can put enough ice paks in the shipment to keep it cold and still make it affordable.

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