Hazelton's Canada
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Worst experience from start to finish
Worst experience from start to finish I wish I had read the reviews before ordering from this company. The worst customer service experience I have had with any company that I can recall. I hope people read this and avoid the disappointment and waste of time and money I experienced. I was excited to send this gift to my sister and turned into a disaster. Please read on. Ordering Experience I accidentally put my own address as the recipient and realized right after placing the order. There was nowhere to allow you to update it on the website. I tried calling but got no answer and it didn't allow me to leave a message. The phone call would just end. I emailed and after two emails finally got a response and the address changed. Annoying and time consuming but this alone would not have prompted me to write a negative review. Delivery My order arrived damaged and melted. Below is the email I sent to them and their response: My package was delivered damaged today. They dropped off the box on the porch and didn't ring the bell. My sister saw them come to the door so went to pick it up right away but they should have rang the bell to let people know it was there. When she brought it in, it was damaged. See the attached pictures. It wasn't kept adequately cooled, a small totally melted cooler pack was all that was with it while out for delivery. I would like to get a replacement and to make sure it is packaged properly so it doesn't melt and the delivery people don't just leave it on the door step with no notification. Their response: Thank you for contacting us. Although we are sorry to learn about the condition in which the items were delivered, unfortunately, we are unable to compensate you for the damages that occurred under these circumstances. As per the terms and conditions you agreed to by placing your order online, we advise all customers against shipping perishable items – that is, any product with a lifespan that is subject to spoilage after a period of time such as fruits, cakes, cheeses and plants – using any shipping method that requires more than one business days' transit. Despite our best efforts, we can't guarantee the condition in which products of this nature will be delivered if in transit for longer time periods. We recommend that customers only ship perishable items if willing to pay for/upgrade to the fastest shipping method available during checkout (same-day, next-day, overnight); we also include this advisory in the product details of most of our perishable and custom baskets. According to your order confirmation, the shipping method selected requires more than one business days' transit: Ground Service® Delivery to businesses by 5 pm and residences by 8 pm. Ordering deadline: 2 pm today. Typical (Not Guaranteed) delivery tim (3 Business Days). I have several points on this: 1. They provide gift baskets with fruit, cake, cheeses and plants. They should be able to provide delivery of these products without them getting spoiled if that is your business. Many other companies do successfully and you don't have to pay for same day delivery. 2. They said I should have used same day delivery. I already paid $31 for delivery. It shipped Monday and delivered Tuesday. How much would I have had to pay for same day? Also, when it was delivered, the only cooling that came with it was a small cooler pack for a large cardboard container. There was no attempt to keep it from perishing. It would have melted with the same day delivery as well with such inadequate packaging. 3. When the package was dropped off the delivery service did not ring the bell or notify of the package being dropped off. My sister saw the delivery person so went to see what it was. Even with same day delivery if there is no notification and it is left on the door step with inadequate packaging, it still would have melted. 4. The company says on their recording that they are so busy with COVID-19. It is showing in their disregard for customer service.