Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered the mix chocolate Christmas candies 131 pieces. I placed my order on November 24,2024. By December 16,2024 I only received 80 pieces of candy. 40 milk chocolate mini bars, and 40 Hershey kisses. I contacted vendor by email. At first I was told the rest of my candy would be December 19,2034. Then the vendor sent an email stating that my candy was delivered on December 12,2024. Even though it was a partial delivery. The vendor refused to send the rest of the candy that was owed to me. I paid in full, my candy was not sent in the insulated package with ice pack, like stated in the ad Thank goodness, I ordered through ******. ****** contacted the vendor. I am waiting my refund

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received the wrong item and needed the correct one for my daughter's birthday party this coming Sunday, Nov. 17. I tried calling multiple times but nobody answers or calls back when you press that option. I also emailed and left a message. I received Thanksgiving chocolates instead of the personalized candy bags I ordered for her friends on Nov. 3.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order placed 10/4 $112 for personalized mints. Emails were received the image did not get submitted I replied on 10/11 twice by email with correct information again in 10/12 10/14 I received another email replying “what was missing?” I continues to reply to the emails. 10/15 I get 2 emails 30 mins apart stating if I do not respond the order will be canceled I called the rep was no friendly claimed one min they did not get my emails then stated she had them in front of her. I requested to cancel if was ridiculous to go through this much trouble. later informed of only a partial refund of $88 no service was received and no order had been started to account for the lesser amount of the refund.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered personalized candy bar wrappers on August 9th with 2 day shipping for a baby naming on Sunday, August 18th. I called Just Candy and was told that my order would ship on Wednesday, August 14th and received on Friday, August 16th. I called again on Monday, August 12th to confirm my order and make sure I would receive my order by Friday. I called again on Tuesday to check on my order and told them I would pay extra for overnight shipping if need be. I was assured my order would be received by Friday. I tried accessing my order beginning on Wednesday and could NOT access ANY tracking. I called Just Candy on Thursday, August 15th and was 'rudely' told that I would be receiving my order the next day. I questioned why there was NO tracking information. I called Just Candy at 2:15 p.m. on Friday, August 16th to tell them I did NOT receive my order and asked to speak to a supervisor. I was told she was busy but would call me back. I called back at 3 p.m. and was RUDELY told by S**** that no one was available to speak with me until MONDAY, August 19th. I reiterated that our event was on Sunday, August 18th and Monday was TOO LATE. S**** told me that I had NO OTHER OPTION and hung up on me. I called back and again she RUDELY told me that no one could help me. My order was NOT DELIVERED IN TIME FOR OUR EVENT. On Monday, August 19th, Leslie called to say I would get a refund. She offered me a refund on an order I did NOT RECEIVE. I told her I expected more than a refund and apology. I said she should offer some sort of compensation. Had I known their service was so bad, I would have ordered these wrappers from a different company. Horrible service and EVEN WORSE CUSTOMER SERVICE!

  Business response

  09/03/2024

  Hello, 
  I apologize your purchased product did not arrive in time for the event. The order shipped from our facility on time on Wednesday, August 14th with priority delivery to arrive by August 16th. However, there was a delay with the carrier. A refund for the order in its entirety has been processed. I apologize for the inconvenience this has caused.
  
  

  Customer response

  09/04/2024

  Of course, this company would NEED to refund my money since I did not receive the item in the specified--'promised' time.

  I am sure this is NOT the first time this happened...where the delivery company has not delivered the item on time. If the company is aware that this is a possibility, they should inform the customer that it might happen. Had I known this might happen to my order, I would have   a) paid for overnight delivery  b) ordered from a different, more dependable company. 

  I also mentioned that the customer service representatives were not only NOT helpful, they were borderline RUDE. 

  Simply refunding money that SHOULD be refunded in the first place is NOT GOOD ENOUGH. If a company has excellent customer service and cares about their reputation, they should have compensated me with a complimentary order or something along those lines. HORRIBLE CUSTOMER SERVICE in every way.

   

   

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered custom mints, hershey chocolate kisses, gift bags and custom tags on 7/20. I was charged $24.99 for expedited shipping with a cold pack for the chocolates. I called the company twice to tell them i didn't receive the hershey kisses or the bags. I also emailed their customer support department. They didn't care at all that they didn't deliver what i ordered. They didn't care that they charged me $24.99 for expedited cold pack shipping. They didn't cold pack anything. They didn't deliver the hershey kisses or the bags. I spent 2 hours on 7/27 driving around town to try to buy other bags and items that they didn't deliver. I needed everything by 7/27 for a birthday party. I would never have just ordered mints from them. I wanted everything I paid for. I can't believe their attitude. They charged me for items I didn't receive. They didn't care that I spent the morning buying items i had already paid them for. It's almost fraudulent. I asked them to refund all the items i didn't receive along with all of the shipping, but they refused. They refunded the mints that i received, not the chocolate and the bags I didn't receive. They also said they would issue a $3.00 credit for shipping. That is just unbelievable. I will never order from them again.

  Business response

  08/14/2024

  Hello, I apologize for the missing product and the inconvenience that this has caused. A refund of $40.99 was processed on 7/30/2024 for the product and shipping differential. We will process an additional refund for the difference between that Organza Bags and Mints. I apologize for the confusion and hope you have a great day!

  Business response

  08/22/2024

  A refund for the missing product and difference in shipping for one product rather than two has been issued. We will move forward with a full refund for the inconvenience this has caused. 

  Customer response

  08/27/2024

  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. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I will never order from here again My order came to almost $200.00. When I rcvd the order I did not open it until the next day. There were open candies in some bags and in another bag the candy was all stuck together. ( white m&ms were fine) when I called I was disconnect 3 times and placed on hold for 35 minutes just to be told that I should of took a pic of the box before and after receiving it, and they could not help me. They asked that I show. Pic of the candy that was opened which I did and also asked if I send a pic of the candy in the box which I did. That still was not good enough for them. I have never in my life heard of such a policy. . This is unfair to people who work hard for their money for this company not stand by the product. Shane I had to throw 80% of it away

  Business response

  03/12/2024

  Hello, I am sorry to hear that you were not satisfied with the candy that you received. The images that were reviewed displayed no damage to the package. We will process a refund for your order as a one-time courtesy since you were unable to use the candy. You will receive confirmation of this refund by separate email. You should see the refund in 7-10 business days depending on your financial institution’s processing time. I'm sorry for this issue and any disappointment. Have a great day!

  Customer response

  03/12/2024

  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. 
  
  Regards,
  
  ******* ***********
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have just received the candies, which arrived broken with some faded colors and melted to the package, which looks unhealthy and should not be consumed. These were for my kid’s birthday and now I cannot give them. It can be harmful for their health or may contain food poisoning due to long period of exposure to hot weather. I would please like a refund of the money spent. I would appreciate if you can help me with this issue. I have tried to contact them, but their email is invalid as well.

  Business response

  02/27/2024

  Hello, I am sorry to hear there were issues with your order. A full refund will be processed. For future inquiries, please reach out to our customer service team directly at ****************** or ************. Have a great day!

  Customer response

  02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.  I would please like to have a full refund of ****** back today.  What should I do with the damaged candies? I do not want to pay for shipping. 
  
  Regards,
  
  ******* ******
  

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ******

  The seller only refunded $54.97 and not the full amount of $77.89. This is getting beyond frustrating at this moment. 
  

  Business response

  03/04/2024

  Hello, our apologies for the confusion. The original ****** claim amount was for $54.97, so that amount was processed first, and then the remaining amount. You should see two transactions in ******; one for -$54.97 and one for -$22.92 for a total refund of -$77.89, equaling your order total. These were processed on 2/28/2024. If you have any further questions or concerns, please reach out to ******************. 

• Initial Complaint

  03/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Reporting shipping practices: our package did not arrive at the promised time. I was told my package would arrive on Friday and they processed it as 2-day shipping. I looked at my tracking number and the label was created on Thursday (3/16). In order for the package to arrive at the promised time (Friday 3/17), it should have been overnighted. Additionally, they did not select the option to receive a Saturday delivery for two day shipping. Upon further discussing with UPS, the order was actually processed at ground, which is 3-5 days. Our items were needed for Sunday and they aren’t scheduled to arrive until Monday. When I spoke with customer service at Just candy, they didn’t own their actions. They were not apologetic. They gave me two options, they said they would cancel my delivery if it was not satisfied with a late delivery. The other option they gave was a discount for the late items. I don’t want a refund. I want the items I paid for.

  Business response

  03/20/2023

  Hello,
  
  We were out of stock on a portion of the orange gummy bears that the customer ordered. The customer service team reached out on 3/10 to let the customer know and offered two solutions – wait until more orange gummy bears arrive or to substitute the missing amount with a different available color of gummy bears. Color options were provided on 3/10 and the customer responded on 3/11. The order was updated the following business day on 3/13 with gummy bears that were in stock, and the customer let us know that they were needed 3/17. On March 13th, this order was upgraded by our customer service team to comply with our normal two days of production, ship via 2DAY and arrive to the customer by Friday March 17th. Unfortunately, the customer’s order production was delayed and did not ship from our facility until Thursday, March 16th to arrive on Monday, March 20th. When the customer alerted the customer service team, two options to rectify the issue were provided:
  1. Our team could have the package returned to our facility and issue a full refund for the order OR
  2. The customer could keep the product when it arrives, and we would issue a 25% refund of the order total
  Our customer service manager spoke with the customer on Friday March 17th to apologize for the delay and reoffer the solutions. The customer stated she'd the customer service team back on which solution she would like to move forward with. We are awaiting the customers call to issue a refund for the late arrival. Our customer service team can be reached at ************ or *******************
  Thank you.

  Customer response

  03/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********. While I do not think the company was apologetic or urgent enough for the inconvenience caused, I do accept the 25% discount. The next time a customer needs the order delivered by a certain date, Just Candy should select the proper shipping method to ensure that the package is received. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered ****** ****** lifesavers (5 flavors) for a quantity of 376 and were to have personalized stickers. I received the product and (1) there were less than 300 lifesavers in the box, (2) more than 20% of the product arrived damaged (candies were crushed/broken in small pieces), (3) product is sticky (possibly due to plastic not sealed completely and very small pieces escaping, and (4) there was no packaging of the product (bubble wrap or otherwise) as the candies were received in one plastic bag that was in a cardboard box. I do not normally order online, but as I viewed ideas via ********* as part of planning my retirement party, I thought these candies would be a nice touch. Unfortunately, there are too many of this product that I cannot use/provide to my guests (i.e., some may question the safety since they are sticky). I would like a full refund (I will return the product when Just Candy provides instructions) as well as ensure other potential customers are aware of what to expect if they order this particular product.

  Business response

  02/10/2023

  Hello! We apologize for the dissatisfaction with your product. Just Candy will issue a full refund for your order. You will see this refund on your account in 3-4 business days. There is no need to return the product, you may keep and use the salvageable lifesavers and discard the rest. Please reach out to our Customer Service team at ###-###-#### or ****************** if you have any further questions or concerns. Thank you and have a great day!

  Customer response

  02/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below;

     A REFUND HAS NOT BEEN ISSUED BY JUSTCANDY.

  
  Regards,
  
  ****** *
  

  Business response

  02/15/2023

  Hello! A refund of $107.98 was processed on 2/10/2023 and we are seeing authorization on the credit card ending in **** on 2/13/2023. These typically take 3-4 business days to appear on your account. If you do not see any funds by Friday 2/17, please reach out to our Customer Service team at ###-###-#### or ******************. Thank you and have a great day!
  

  Customer response

  02/16/2023

  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. 
  

  As a note, I called the Just Candy customer service number on February 14, 2023 as I had yet to receive the credit (I had also checked with the credit card company), and the company representative was very rude/not professional.

  As this was my first experience ordering with Just Candy, which was NOT a good experience, I do not intend to patronize this business and I also intend to share this recommendation with family and friends.  Also, Family feedback on the product ordered was negative; they too were disappointed in the product.

  
  Regards,
  
  ****** *
  

• Initial Complaint

  05/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  DO NOT ORDER ON LINE WITH JUST CANDY!!!!!!! I placed my order 4/29/2022 for my daughters Sweet 16 which is on May 21, 2022. I tried emailing them April 25, 26, 27, 28 May 1, 2, 3 and no response. I have called left my call back number and now that I am writing this I have been on hold for 47 minutes and I am still number 5. I would like my money back on my order Placed At Apr 29, 2022 11:47 AM Number ********** Confirmation ********** Status Open Items 4 - $136.54 I have never ever experienced this kind of customer service in my life with on line shopping. The have no customer service. Thank you BBB for your help in this matter Much apricated ******

  Business response

  05/16/2022

  The customer had told us she needs it by 5/18.  She sent us an email on May 3 stating she needs it by May 18.  She received it by that date.  Originally we had thought we could get it to her earlier, but when she told us she needs it by May 18th we set that as the date to have it to her by

  Customer response

  05/16/2022

  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. I also did receive my candy
  

  Thank you for all your help 

  
  Regards & stay well

  
  ******* ****
  

*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. ↩