Emily

Feb 17, 2021

Unacceptable substitutions and horrible customer service.

My mother ordered a gift from Hazelton’s to be sent to me as a gift for the arrival of my newborn. She spent almost $400 on this gift, and almost none of the items were correct.  First of all, she ordered the "Baby Girl Celebration Basket" - of all the advertised items included in this specific basket, only 3 of the items were correct. All of the others were supplemented with something else not as advertised. The product details clearly list every single branded item that is to be included, and nowhere on this page does it say it will be replaced by something else. We understand that there may be shortages due to covid, but there is absolutely no reason to not notify a paying customer of any changes such as this.  Secondly, and most upsetting, she added on a variety of items, including customized embroidery, a Sophie the giraffe toy, and a singing balloon. We did not receive any of this. Instead, we received a bunch of random food products, such as chips, candy and chocolate. There is NO way that these food products make up the same amount that she paid additional to this, nor did she want to send me random food items. She was sending a gift to a newborn baby... why on earth would Hazelton’s assume that replacing baby items with food items is what the customer wants? Although upsetting because my mom expected the items as displayed/described in the Baby Girl Celebration gift basket, I understand that the items included in the basket may need to be substituted and that you reserve the right to do so. However all the add-ons and upgrades she spent WELL over the original price for (FYI this basket was only $185.99 and she spent almost $400) are not acceptable at all. She wanted customized embroidered items and instead we received snacks. If anything, she should have been contacted regarding this specifically as if she would have known she likely would have cancelled the order or removed the items that were unavailable. This is completely unacceptable and my mom is incredibly angered by this and the fact she wasted almost $400 on things she did not want to gift to my baby.  This is completely unacceptable and should be refunded immediately. Instead, we keep receiving a copy and pasted response from the website regarding substitutions. It is absolutely ridiculous. This also is not the first poor experience she’s had with an order. You can expect us to never order from here again.