Complaints

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order to have sent as a thank you to a couple who'se house I rented on AirBnB. I requested overnight shipping. After the 2nd UPS delivery attempt failed, I called and spoke to a woman who said could have it shipped to the place of business if it was the same town. I mentioned it was 3 blocks away. She said I would have to pay for the delivery address change and get an invoice I could pay by PayPal and she reassured me twice she would call me back.they I never got a call back. Today I received the 3rd delivery notification from UPS. When I called this company, they said it was too late to call me to tell me they couldn't do it?? I don't know but I'm retired from Verizon and started in customer service. If I promised a customer call back and did not do it, I would be put on warning. So, they continued with other excuses, and they refunded me for the product but not for overnight shipping which ironically was more than the product-they made out on the deal anyway. One time I called this morning, and I got an answering service stating they didn't open until 11am PT???? Then I called back and got their voicemail. Whatever phone system they are using they have your number and the reason I know that as both my numbers are non-published. I highly suggest that you look at other companies and avoid using this unprofessional company that does not deliver on promises they state.

  Business response

  09/12/2022

  We never like to see any of our customer’s leave us frustrated. We know that gift giving can be quite time-sensitive and it can be so disheartening to experience an unsuccessful delivery…
  We do hate to have to relay that this review is unfortunately not an accurate representation of the experience that our customer had with our company.
  Jim purchased a gift basket to be delivered/received by his recipient on August 23rd. The customer requested for the  package to  be shipped via overnight delivery .
  The package was  sent out on August 22rd  via overnight delivery, to be received on the 23rd, as requested.. 
  As made evident by both UPS’s tracking system and the customer himself, the  recipient that Jim was gifting  was not available to pick up the package on the date he had scheduled.
  
  
  08/23/2022
  11:25 A.M. The receiver was not available for delivery. We'll make a second attempt the next business day.
  Uniondale, NY, United States
  A second delivery attempt was then made the following business day, however the recipient was again not available to pick up the package. 
  
  
  
  08/24/2022
  12:15 P.M We missed you again. A final attempt will be made the next business day.
  Uniondale, NY, United States
  
  
  Customer’s Concern: I placed an order to have sent as a thank you to a couple who'se house I rented on AirBnB. I requested overnight shipping. After the 2nd UPS delivery attempt failed, I called and spoke to a woman who said could have it shipped to the place of business if it was the same town. I mentioned it was 3 blocks away. She said I would have to pay for the delivery address change and get an invoice I could pay by PayPal.
  The Brobasket’s Response:
  At no fault of the BroBaskets, this package was not able to be delivered to the recipient at the 1st or 2nd attempt.  After the 2nd attempt, the BroBasket did  receive a phone call from Jim -  requesting that we change the address on file.  Jim indicated that he would need to change the address on his package to have it delivered properly.  His recipient was no longer at the location that he had requested we ship his package to.
   Our representative  indicated that they would call UPS to see if a change of address was possible.  If the change of address was indeed possible,  Jim would be sent an invoice to pay additional fees associated with his request.
  The Brobasket nor UPS  is ever  able to guarantee that an address change on a package will be approved by UPS, regardless of how close the address provided may be to the original address. We understand that the new address was only blocks away, but this unfortunately did not matter to our carrier. Had  the option for an address change been a  guarantee,  the  representative Jim spoke with would have simply sent an invoice to Jim while on the phone with him and confirmed the change for him right away, rather than making him wait for a call back. 
  Upon calling UPS, UPS indicated that this option for an address  change  was not available for this package. The only option available for us, the sender-  was  to send the package back to our warehouse, or hold the package at the nearest UPS store for customer pick-up. 
  The representative then called Jim back the next morning,  letting him know that his request was not possible. At this point, UPS was already at their 3rd failed delivery attempt.  He was   presented with just two options: to hold the package at the nearest UPS  facility or return it to the sender.
  
  Customer’s Concern: 
  She reassured me twice she would call me back. Today I received the 3rd delivery notification from UPS. When I called this company, they said it was too late to call me to tell me they couldn't do it?? I don't know but I'm retired from Verizon and started in customer service. If I promised a customer call back and did not do it, I would be put on warning. One time I called this morning, and I got an answering service stating they didn't open until 11am PT???? Then I called back and got their voicemail. Whatever phone system they are using they have your number and the reason I know that as both my numbers are non-published. I highly suggest that you look at other companies and avoid using this unprofessional company that does not deliver on promises they state.
  The BroBasket’s Answer: 
  The customer received a phone call within 1  hour of the business opening the next day. Despite the customer's multiple  requests for us  to dial him back that morning, he did not answer our call.
  The business is unsure as to what Jim is referring to when discussing the hours of operation. Our hours of operation are listed properly on all platforms. We are located in California and open at 9am, PST.  
  As it pertains to Jim indicating that The BroBasket has  unpublished phone numbers of his- Jim added his phone number into our website  when he placed his order with us.  The BroBasket called the number that he provided us.  There is no reason or way  for the business to dial Jim at any number, other than the number he  provided to us.
  Customer’s Concern: 
  They refunded me for the product but not for overnight shipping which ironically was more than the product-they made out on the deal anyway.
  The Brobaskets Answer:
   When a package is returned  back to the warehouse due to a customer error ( In this case, Jim sent the basket to the wrong address  and requested to cancel the order during transit/ship it back to our facility )  the business charges the customer for the package's return.   This cost is simply deducted from the refund that is provided to the customer  when the order is canceled during transit. This is standard practice and is  due to the carrier mailing the basket back across the country, to our facility.  *This returned basket refund policy that is on our website is also attached to this complaint.)
  Jim personally requested the package to be returned to our facility in the same email in which  he requested his refund minus the overnight shipping below: 
  
  Aug 25, 9:30am
  Cc: sales@thebrobasket.com
  “They are not picking it up ship it back to you and issues a refund minus the overnight shipping “
  
  Despite the above email which indicates that Jim understood that he would not be receiving a refund for  his overnight shipping, to  ensure alignment on the policy, the team  took an extra step by detailing exactly what funds Jim would get back and why. Jim did not express having an issue with this policy at the time of discussion. 
  However, due to Jim’s frustration at the time regarding not being dialed back until the following morning regarding the outcome, the BroBasket   informed him that we would waive  the additional shipping charges  that he would have been billed. This action was done in efforts to  ‘make up’ for the missed communication and to demonstrate to Jim,  the type of company that The BroBasket is.
  
  

*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. ↩