Reviews

Terrible. Received the package and it was totally beat up. Opened the chocolates and they were rocked around in the box so they looked disgusting. Tried one and they also tasted stale, so maybe it wasn't just the transport that was the issue. Refused to resolve issue because delivery was over 5 days ago. Overpriced as well. Do not recommend.

Thank you for your review. Your feedback is very important to us, as we are always working towards improving our services. We’re sorry to learn that you received a damaged order.
Despite our best efforts to limit such occurrences by utilizing appropriate packaging and shipping procedures, there are instances where products may be damaged due to mishandling in transit by the courier.
Upon receiving notification of damages, we always strive to offer an appropriate resolution by either refunding or replacing the damaged portion of the order, provided it is reported within five business days of delivery, in line with our policy. Unfortunately, because your order was delivered on December 18th and we were not notified until January 6th, we had to respectfully deny your request for compensation.
We understand your frustration and are genuinely sorry for any inconvenience. If there are any further issues with the quality of the product, please don’t hesitate to reach out within the prescribed time frame for us to assist you.
Thank you for your understanding.

Gift basket arrived 4 days late *** ** ******** ****. Customer service offered no help.

Thank you for your review.  Your feedback is very important to us, as we are always working towards improving our services.
We are sorry to learn that your order did not arrive on the date you requested.  We completely understand how frustrating it can be when an order doesn’t arrive on time, therefore we apologize for any inconvenience caused as a result of the delay.
As an online store, we – like most online retailers – typically depend on third-party courier services to fulfill deliveries depending on the needs, destinations and preferences of our customers.  Despite our best efforts, the reality is that there are occasional circumstances in which a courier is unable to complete a delivery on time due unforeseen issues they encounter in transit.  In all instances, these delays are beyond our immediate control and sometimes inevitable, particularly at busier times of the year, but we always provide customers with tracking information so they can remain updated as to the whereabouts of such packages.
If customers pay a premium shipping fee to guarantee the on time arrival of an order that we were unable to fulfill, we always reimburse the customer for said premium if/when they qualify for it.

****** ** the Hops Collective As an avid beer drinker, I ordered very specific beers that matches my taste preferences. The next business day I received an order that did not even come close to matching my order. I was certain it was an error as the beer I received was no where near the variety, brand or flavor profile to the beer I received. The majority of the product I received was beer that I will never drink (beer I've had before and don't like). The substitutions are not even close to the beer that I ordered. I had a $200 gift card and received $100 of random beer that had had nothing to do with my order and is very common/basic/easily found at the local grocery store. Customer service was incredibly **** and dismissive. They were happy to tell me how wrong I was, and hide behind a substitution policy that somehow justifies an ignorance to the consumer's taste preferences. I asked which beer they thought was a reasonable substitution for each beer I ordered but they would not answer this question. I guess a ****** ****** (which I don't drink) is comparable to a local craft IPA. Three central elements of my dissatisfaction: 1) Non-notification of substitutions. I would have been happy to wait as long as needed to have the beer that I ordered fulfilled (or have the opportunity to select my alternative beer) 2) Substitutions were not reasonable and comparable 3) Customer service was **** and dismissive. After a ton of back and forth emails, and escalation, proposing reasonable solutions, they did eventually provide a 20% refund, a portion of which relies on me spending more money with Hops Collective, which I'll obviously never do. There were alternative fair solutions that I proposed but it was clear they wanted to do the bare minimum. ***** ******* **** *****

Thank you for taking the time to share your feedback. We understand that your recent experience with Hops Collective fell short of your expectations, and we sincerely apologize for any inconvenience or disappointment this may have caused.

We value your business and strive to provide exceptional service to all of our customers. We recognize that receiving unexpected substitutions can be frustrating, especially when they don't align with your preferences.

In the gifting industry, unforeseen circumstances can sometimes arise, such as product availability issues or time-sensitive orders. To ensure timely delivery, we may occasionally need to make substitutions.

Our team carefully selects replacement products based on their quality and similarity to the original items. We are committed to improving our communication processes and substitution selection to better meet your preferences in the future.

We appreciate your understanding.

I do not accept this as a fair or reasonable response. "Our team carefully selects replacement products based on their quality and similarity to the original items" - this is false as the actual products received were completely different than what was ordered. Not only were the brands not of comparable value, but the varietals/styles of the beer I ordered were not considered and couldn't have been farther off (which really matters to someone that would receive a beer gift card as a gift). **** *** * **** *** ****** *** zero effort to contact me prior to delivery shows that expedient delivery was the only thing that mattered to this company. It is not ok to have very specific beer available to order that is not in inventory. Worse, is switching out the order for items that you're looking to clear out vs. what the customer ordered. Much of the beer I ordered could not be dranken as it is beer that is completely counter to my tastes (hence the reason that I didn't order these specific beers). In what world can you just chalk this up to the way the industry works? "In the gifting industry..." is a completely unacceptable cop out. What's worse is the tone deaf customer support that Hops Collective and the Gift Group provided once the problem was identified. Credit to a future order? In what world would I go back to the well and spend more money with this company? My faith in the company is completely shattered as it is clear that integrity and customer service is of the lowest standard and priority.

Rotten fruit, moldy chocolate strawberries, fruit flies, no gift card and in a box rather than the bed tray I ordered. *** ****** *** ** *** ********* ** *** ****** ** ******** *** *** ***** ** *** ********* ** ******* *********** ** *** ******** **** ****** **** *** ****** they refused to replace anything or refund. I also posted a review on Hazelton's website and it was denied. ******** *** ***** *** **** * *** * **** ******** *********

Thank you for your review.  Your feedback is very important to us, as we are always working towards improving our services.
We’re sorry to learn that you received a damaged order.  Despite our best efforts to limit such occurrences by utilizing appropriate packaging and shipping procedures, there are instances in which products may arrive broken/defective due to being mishandled while in transit with a courier.

Upon being notified of such damages, we always try our best to offer an appropriate resolution by either refunding or replacing the damaged portion of the order, if reported to customer service within a timely manner and supporting documentation is provided.

However, according to our records, your refund was denied because you reported the damages outside of the required timeframe for the items that you purchased (more than 24 hours for the perishable items in your order).

NEVER AGAIN. Flowers were delivered already wilted. Wrong wine delivered. The company refused to replace the flowers or wine and refused to refund me. ** *** ***** **** ****** **** ******** ****** ** **** **** ** *** **** ********** * ****

Thank you for your review. We appreciate that you provided photos regarding the issue with your order. However, after carefully reviewing the photos you shared, we found that they did not support the claims being made. As a result, we were unable to approve the request for compensation.

Wilted flowers don’t support my claim? So you deliver wilted flowers then because if they look the way you deliver them then by your own admission they are wilted upon arrival. You’d have returning customers if you supported and backed your product, but since you clearly don’t, this is why you have so many customers leaving terrible reviews who will never use your company again. Maybe this is how they do business in Canada but here in the United States I would never have a business not support their product. It’s called ****** and professionalism which your company clearly lacks.

I'm sorry to hear that you are not satisfied with the response. Please know that we always strive to deliver the highest quality of flowers, and we never intentionally deliver wilted or low-quality products. However, in this specific case, the photos provided did not clearly demonstrate the condition of the flowers upon delivery.

** ** *** **** **** ***** ******** ** **** ******* ** * **** ***** our family paid $108 on a gift basket that contained a cheap bottle of wine, two hideous glasses that didn't match and a $3 cheese. The gift box is made of flimsy wood. The gift card said it was from the recipient. It was delivered late and to the wrong address. We contacted Eden at Vancouver Baskets and she repeatedly quoted terms and conditions, ******* **** *******, and did not address our problem at all. The gift was supposed to be a prestige wine, cows creamery smoked cheese and matching elegant glasses - **** * ***** ** *** ***** **** ******

Thank you for taking the time to share your thoughts with us. We value your feedback as we are committed to improving our services. However, we are sorry to hear that you experienced an issue with our customer service. We have checked our records and cannot find any complaints submitted from the email address associated with your review. This makes it challenging for us to address your concerns in a manner that meets our standards of customer service.

I ordered a $160.00 coffee and baked treats gift basket. It arrived 15 days late, was baked good spoiled and smelly. Also, coffee was substituted with teas and was missing a sauce. I spent about 3 hours trying to track this order and getting the run around from customer service reps on the phone and by email. They were willing to reimburse me 40% of the $160 which is disappointing to say the least. A manager was to call me back and never did. I have not received any refund to date. ** *** ***** **** ********* *******. It is a waste of time and money dealing with this company. Very frustrating experience. *** **** **** **** ***** ** ** ******** **** *******

We apologize for the delay in delivery and the issues you experienced with your order. The delay was due to a last-minute address change requested by you, which resulted in the order being shipped outside of our local delivery area.

During our previous conversations, we offered to reimburse you the value of the damaged items, totaling $74.97. However, it seems that you declined this offer and requested a full refund. As a result, the conversation ended without us receiving your final decision, resulting in no refunds being issued as of yet.

Please note that the substitution of teas for coffee was in accordance with our substitution policy, which you agreed to by placing an order with us. We apologize if this was not clear to you.

* ******** ********* **** *** ** *** ******** ******** **** **** ******* ** **** *********** ** **** **** **** ******* *** ******* *** ********* ******* ** ** **** We ordered a gift basket for my mother's birthday to be delivered two days after ordering. It is now three days after her birthday and the package has not been delivered. The Gift Group on behalf of Hazelton's, will not contact the currier, who has indicated the package is undeliverable, to assist in the delivery. The address has been confirmed and no more explanation has been provided. They have a "policy" that they can not contact the currier on behalf of a customer. I didn't hire this currier and so why am I now dealing with a third party, three days after the delivery was to be made? To top it off, they have another "policy" which will not allow them to reimburse a customer for a product in transit. I asked when is a package considered not in transit, not deliverable and so a refund can be issued? I was told they don't know that as they can not contact the currier. I suggested maybe never?

Thank you for your review.  Your feedback is very important to us, as we are always working towards improving our services.
We are sorry to learn that your order did not arrive on the date you requested.  We completely understand how frustrating it can be when an order doesn’t arrive on time, therefore we apologize for any inconvenience caused as a result of the delay.
As an online store, we – like most online retailers – typically depend on third-party courier services to fulfill deliveries depending on the needs, destinations and preferences of our customers.  Despite our best efforts, the reality is that there are occasional circumstances in which a courier is unable to complete a delivery on time due unforeseen issues they encounter in transit.  In all instances, these delays are beyond our immediate control and sometimes inevitable, particularly at busier times of the year, but we always provide customers with tracking information so they can remain updated as to the whereabouts of such packages.
If customers pay a premium shipping fee to guarantee the on time arrival of an order that we were unable to fulfill, we always reimburse the customer for said premium if/when they qualify for it.

Hello and thank you for the response. The issue I had with The Gift Group is not that the item didn’t arrive on the date I requested. When it comes to shipping items, this must be expected. The issue I had was that The Gift Group took no actions to resolve the issue and flatly refused to contact the shipping company to resolve the shipping delay. I was told it was The Gift Groups policy to not contact the couriers on behalf of its customers. I was told to contact the currier my self who I didn't hire to ship the item. The Gift Group refused to even contact the currier to find out the address of the depot where the item was being held.