Complaints

This profile includes complaints for The Gift Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  The Gift Group

  5B - 1399 Kennedy Rd Scarborough, ON M1P 2L6

• 

  The Gift Group

  102 - 130 Sparks Ave North York, ON M2H 2S4

• 

  The Gift Group

  1017 - 77 King St W Toronto, ON M5K 2A1

• 

  The Gift Group

  Milford, CT 06460

• 

  The Gift Group

  5600 Orangethorpe Ave 1906 La Palma, CA 90623

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:17/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1- The order received was not delivered on time. I had placed the order on 12/23 for an expected delivery no later than 12/26. The order was delivered on 1/3/2024!
  
  2- The items delivered DID NOT represent the $291.03 gift basket I had ordered on the website. The items were not packed in a gift basket, but rather thrown into a box. Then the items listed on your website were not the items packed in the gift basket. I have ******** pictures of what was shipped and this does not in any case represent what I selected.
  
  I am therefore requesting a full refund of the $291.03 payment made for this purchase.

  Business Response

  Date: 18/01/2024

  Thank you for bringing this customer complaint to our attention. We have thoroughly investigated the matter and would like to address the customer's concerns.
  
  According to our records, the customer's order with the order number ********* was indeed delivered on January 3rd, as confirmed by the tracking information. However, we were not made aware of any issues regarding the order until January 17th, which is two weeks after the delivery date.
  
  As per our refund policies, customers are required to submit any complaints regarding their orders within five days of the delivery date in order to be considered for compensation. This policy is in place to ensure prompt resolution of any issues and to provide a fair process for both parties involved.
  
  On January 17th, the same day the customer contacted us, we promptly responded to their complaint, informing them about our refund policy and explaining that their claim for compensation would be denied due to the delayed complaint submission.
  
  In regards to the customer's specific concerns, they mentioned that the order was not delivered on time and that the items received did not match the description on our website.
  
  While we understand the customer's disappointment regarding the delivery time frame, we would like to clarify that the expected delivery date provided during the ordering process is an estimate and not a guarantee. Unfortunately, delays may occur due to factors beyond our control, such as inclement weather or logistical issues. We apologize for any inconvenience this may have caused.
  
  Regarding the discrepancy between the items received and the description on our website, the contents of the order were substituted in accordance with our substitution policy, to which the customer agreed when they placed an order with us.
  
  Although we acknowledge the error and apologize for the inconvenience caused, we regretfully cannot offer a full refund as the customer did not adhere to our refund policy by submitting the complaint within the designated time frame.
  We understand that this situation may be frustrating for the customer, and we apologize for any inconvenience caused.

  Customer Answer

  Date: 18/01/2024

  I am rejecting this response because:

  nowhere on the website was it clearly identified that customers have a maximum 5 day allowance to file a request for refund. 
  

  In addition, clearing behind a lame item replacement policy clearly shows that your company has no intention of providing high value luxury items *** **** *** ************ ** ****** *************** ****** ** ******* ****** ****** *********. *** *** ********* ** *** ****** ** ********** **** ******** ******** **** **** ******* *** ** **** ** ******* *** *** ****** ** ********* *** *** ****** ** ****** ** ***** *** ********* ****** ******* ** **** ****** ********** ***** ** **** **** **** ********* ** *** **** ********

  
  
  
  

  Business Response

  Date: 31/01/2024

  https:/**********************************

  Please see link to policies on our website about "MY SHIPMENT ARRIVED DAMAGED OR IS MISSING ITEMS - WHAT DO I DO?", where it clearly states "All concerns regarding damaged, defective and/or missing items must be submitted to customer service via email within five days of delivery (perishable items such as flowers and baked goods must be reported within 24 hours of delivery)."
  

• Initial Complaint

  Date:16/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 11, I placed an order for a 3 month subscription service for flower delivery from Hazelton’s. The order number was *********, it was for a medium size bouquet of seasonal flowers, set to be delivered to ** *********** starting in December as it was to be her Christmas gift.
  The website displayed beautiful bouquets of flowers, which was very ********** because that’s not what they ship. For Christmas, ** *********** received 2 identical plants of some sort in ugly clay pots. I thought maybe January would be better. I was wrong. This month she received two identical single flowers - no bouquet again.
  I contacted customer service and was offered a 30% refund, which I accepted, but what they didn’t tell me was that the refund was for the January flower only, not the whole order! This company is ******** customers by using their “substitution” policy as a blanket excuse to send out subpar products that are not what the customer is paying for!

  Business Response

  Date: 18/01/2024

  Thank you for bringing this complaint to our attention. We understand the customer's concerns and would like to address them.
  
  The customer placed an order for a 3 month subscription service for flower delivery from Hazelton's with the order number *********. They were expecting beautiful bouquets of seasonal flowers but received two shipments that did not meet their expectations - the first shipment was received in December and the second shipment in January.
  
  When the customer contacted our customer service, we offered them a 30% refund, which they accepted. However, it is important to note that the refund was specifically for the January flower and not for the entire order. We never implied to the customer that the 30% refund would be for the entire subscription, since the first shipment had already been delivered several weeks ago by that point, and the customer had never even complained about it.
  
  By the time the customer expressed dissatisfaction with the refund amount, the refund had already been issued.

  Customer Answer

  Date: 18/01/2024

  I am rejecting this response because: their email stated they would be refunding me 30% - they did not specify it would be for the January order only or I would not have accepted it. I didn’t know that until I received an email stating the refund amount was for $24, and I made a complaint over that. 
  And I didn’t complain about the December delivery because I thought I’d give them an opportunity to make a better arrangement in January 
  
  
  

  Business Response

  Date: 31/01/2024

  We would like to provide further clarification regarding the refund offer mentioned in our previous email for *********.
  
  While we understand your concern that our email did not specify that the 30% refund was for the January order only, it was never our intention to refund 30% off the value of your entire order. We apologize if there was any misinterpretation on your part.
  
  Regarding the issue with the December delivery, we advise our customers to report any problems they encounter within a reasonable timeframe so that we can address them promptly. Since you did not report any issues with the first shipment, we were not aware of the problem until after the second delivery.
  
  However, we took appropriate action and have already canceled your subscription as requested. You have also been refunded the appropriate amount for your January shipment.
  

  Customer Answer

  Date: 06/02/2024

  I am rejecting this response because:

  I did not complain about the December shipment because I was hoping they’d do better in January. When they didn’t, that’s when I complained. I spent a lot of money on this subscription service and did not get my money’s worth AT ALL!  And the offer of 30% was made with the implication being that it was for the whole order, not just for January’s awful shipment. 
  For the amount of money this company charges, they should be shipping out beautiful flower arrangements, not ugly plants
  
  

  Business Response

  Date: 20/02/2024

  In regards to *********.
  
  While we respect the customer's opinion regarding the flowers they received, it's important to clarify that a refund is not an entitlement. The gesture to offer a refund was made due to the fact that the customer reported the issue within a reasonable timeframe for a portion of the subscription. It's standard practice for companies to have a timeframe during which customers can report grievances to be compensated. Unfortunately, the customer did not report their dissatisfaction during the first month of the subscription, which is a decision they made. As such, we cannot offer compensation for that month.

• Initial Complaint

  Date:14/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* **** *** *******
  Ordered a gift basket 11/27/23 to be delivered 12/02/23.
  Delivery was on time but missing items and the substitutions were far from ‘equal or greater value’
  I upgraded the basket from ‘a premium liquor’ which was not even in theme, by 60$ for bottle of **** ****** tequila and added a 4$ balloon. Neither the bottle or balloon showed up. Basket was completely off theme *** *********** Was supposed to come with 4 bottles of ****** (via picture) and instead 4 random bubble wrapped cans of beer like ****** and *****. Here is the description. “Let’s Celebrate” Gift Basket from Hazelton’s is sure to be a delicious surprise. This gift is made for celebrations! It includes a bottle of liquor, four beers, roasted garlic salsa, tipsy fiery olives, limes, crackers, tortilla chips, waffle pretzels, dry roasted pistachios, and a woven serving tray. It came w a lemon, peanuts, and pretzels with 4 bubble wrapped cans in a separate box. I have pictures I would be happy to share. ************* * ********** **** ******* ***** * ******* *** *** *** **** *******. * ***** ** ***** * * **** ****** ** *** **** ******** ********* **** *** ** ***** *** ***** ** ******* ** ***** **** **** *****  I was supposed to at least receive reimbursement for the missing upgraded bottle and balloon of $69 (mind u it didn’t even show up with the bottle in a non upgraded basket) but I have received nothing. My final email from the company as I was asking for upper manager or president or owner contact info I was told to “get a life”
  I spent $185.98 and would like a full reimbursement but also would like to warn future customers. *** **** ****** **** *** ******** *** ************. ********** ** *** *** * ****** ****** *** *** * *******

  Business Response

  Date: 18/01/2024

  Regarding the order *********, we have emails from the customer confirming their agreement to be refunded the amount of $69.00 for the missing items, specifically a bottle of liquor and a balloon. However, in an email dated December 2nd, 2023, the customer indicated their dissatisfaction with the refund amount they had initially agreed upon and began repeatedly emailing us to demand a full refund. We have already informed the customer that they are not eligible for a full refund, since the remaining products they received were in accordance with our substitution policy.
  
  The customer made the original payment for their order through *****, but they have not yet submitted a payment request through their bank/***** account in order for us to process the refund via e-transfer. It appears that their reluctance to submit the payment request is due to their disagreement with the refund amount.
  
  Thank you for bringing this matter to our attention.
  

  Customer Answer

  Date: 20/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I was never informed that I needed to send a ***** request. I have since sent one with no result. I was only told that the refund was processing. That was weeks ago. I was then told in early January that it had been processed. More weeks have passed and nothing. 
  
  
  
  Sincerely,
  
  
  
  **** **********

  Business Response

  Date: 01/02/2024

  To initiate a refund request for a ***** transfer that has already been deposited into our account, please follow the steps below:
  
  – Sign in to your online banking or mobile banking app.
  – Locate the ***** section.
  – Select the "request money" option or its equivalent provided by your bank, and enter the same e-mail address to where you had originally sent the ***** payment
  – Specify the amount you wish to request and include the order number in the "message" field for our reference. The amount should be: $69.00
  

  
  Once you've submitted the refund request, please note that the refund process may vary depending on your specific bank or financial institution. Generally, the refund will be processed, and the funds will be deposited back into the purchaser's account within 5-7 business days.

  Customer Answer

  Date: 20/02/2024

  I did put in the ***** request with no results. And as I check ***** I see they are not registered or possibly blocked me. **** ******* ** * ******** ***** Its truly not about the money. ** * ***** ***** * ****** ** ***** ******* * ***** *** **** ***** ***** ******** ********

  Business Response

  Date: 26/02/2024

  Our team has thoroughly investigated your issue and exhausted all reasonable options in an effort to assist you.  Although we can not confirm that you have been blocked, it is possible that the company decided that efforts to assist you were fruitless based on your last series of e-mails to customer service.
  
  ***** ** *********** **** **************** ** ****** ******* **** *** ******* **** ****** ******** *********** ***** *** ******* ***** * ******** ***** As a trusted and reputable organization, maintaining the highest level of customer satisfaction is of utmost importance to us.
  
  If you have any further concerns or would like to discuss this matter in more detail, we remain available to address them. Our goal is to find a suitable resolution that works for both parties.
  
  Thank you for your understanding.

• Initial Complaint

  Date:11/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a gift basket ** ** ** **** *** ****** for *** birthday. It was not at all what it was supposed to be.
  
  December 31st, 2023
  
  I ordered the Gourmet & Green Gift Basket order # ********* GOURMET & GREEN GIFT BASKET
  PINEAPPLE, STRAWBERRIES - CHOCOLATE DIPPED
  CRACKERS, SALMON
  WHAT IS INCLUDED IN THIS GIFT BASKET?
  
  ****** ***** **** Sea Salt Pistachios : For the pistachios lover, our ****** ***** Sea Salt Pistachios will make you smile. Lightly roasted in sea salt for a touch of flavor, enjoy them any way you like. ****** got it right.
  ********* Belgian White Chocolate 100g : Rich and creamy, ********* Belgian white Chocolate is the apex of delight. Traditionally crafted by dedicated chocolatier’s, ********* is a name you can trust to satisfy any chocolatey craving.
  
  Green Tin Basket : Seamless construction, this Lime green metal tin box dimensions are 9 x 6 x 4 inches, 23 x 15 x 10 cm
  
  Succulent Trio 5" Potted Plant : This is a great Potted Plant for anyone who loves to be surrounded by plants but doesn't want to spend hours tending to them. This arrangement is the perfect size for a desk at work and even works well as a centerpiece for the coffee table.
  
  
  
  
  
  ** received: a red basket, an ***** chocolate bar, a ***** peanut butter cup, smoked salmon, a small plant, cheap bag of mixed nuts.

  Business Response

  Date: 18/01/2024

  Thank you for bringing this customer's complaint to our attention. We apologize for any inconvenience caused to the customer regarding their gift basket order.
  
  Upon reviewing our records, we found that an attempt was made to reply to the customer's email on January 4th in order to address their concerns. However, we received an "Undelivered Mail Returned to Sender" email in response, indicating that our message could not be delivered to the customer.
  
  Regarding the contents of the gift basket, we would like to clarify that our substitution policy, which the customer agreed to when placing their order, allows us to make reasonable substitutions if any of the specified items are unavailable. While we strive to provide the exact items listed, sometimes circumstances beyond our control necessitate substitutions.
  
  In this case, it seems that the customer's order was most likely substituted due to item unavailability, resulting in the inclusion of a red basket, a Henry chocolate bar, a Reese peanut butter cup, smoked salmon, a small plant, and a bag of mixed nuts.
  
  Based on our policies and the information provided, we regret to inform the customer that they are not entitled to a refund.

  Customer Answer

  Date: 18/01/2024

  
  
  I am rejecting this response because:

  How are those considered reasonable replacements?! maybe the red basket, fine, but the others are not.

  I paid extra for crackers. No crackers were sent.

  I paid extra for fruit, including chocolate covered strawberries, and only a pineapple was sent.

  No replacements were even sent for those items. The policy of replacement makes perfect sense, but these were not replaced at all, or their idea of good substitution is very far off.

  The description of the basket includes "gourmet" and "Belgian chocolate" 

  * **** *** ***** ******** ***** ******* **** ****** **** ********* ***** ***** ********** ***** ******* **** ************ **********

  I was completely embarrassed for someone to get this as a gift from me, items I would never gift.

  I received an email from them asking for a review. I wrote a bad one, it was never published. Their social media accounts are not open for commenting.

  **** ******* ** * ***** *****
  
  
  

  Business Response

  Date: 31/01/2024

  We appreciate the opportunity to address your complaint submitted to the BBB.
  
  Regarding the issue with the replacement items received, we understand that you are dissatisfied with them. However, we would like to inform you that the adjustments were made in accordance with the policies you agreed to by placing an order with us. These policies are still available for review on our website.
  
  While we apologize if the replacements did not meet your expectations, please understand that we aim to provide suitable substitutions based on the available inventory at the time.

  Customer Answer

  Date: 06/02/2024

  
  
  I am rejecting this response because:
  
  
  This company is obviously a ****.

  
  
  

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re:********* - (***-*****-***).
  ** ****** ** *** ** ordered a small potted tree ($39.99) *** ** for Christmas ************ ** **** ** ******* * *** **** ** **** ** ***** ******* *** **** *** ****** **** ***** ** * ******* ****** Hazelton’s gift baskets delivered instead a wreath on December 28. In reaching out to the company, they indicated they can choose to substitute. However, providing seasonal overstock after the holiday event is not an acceptable substitute in good faith. They offered a 30% refund of the value of the substituted item — which is not acceptable as they are offering a drastic reduction of something that was not ordered. * ****** ***** ********* ** ** ********** ** * ************** ***** **********  I initially sought delivery of what was ordered as a remedy, but at this stage, would like my sister to receive a %100 refund and complimentary delivery to me of the potted tree ordered.

  Business Response

  Date: 05/01/2024

  As per our company policies, we reserve the right to substitute items when necessary. The customer agreed to these policies by placing an order with us. In this particular case, due to unforeseen circumstances, we had to substitute the small potted tree with a wreath. We understand the sentimental value attached to the potted tree, and we apologize for any disappointment caused by the substitution.
  
  Upon contacting the customer, we acknowledged their concerns and offered a 30% refund of the value of the substituted item as a gesture of goodwill. However, we understand that this offer did not meet their expectations. Following further communication, we mutually agreed to a 50% refund as a resolution. This agreed refund was processed on January 4th, and was accepted by whomever contacted us.
  
  While we recognize that a wreath may not have the same significance as a potted tree in this context, we made every effort to find a suitable substitute given the circumstances. We genuinely regret any inconvenience caused and are committed to improving our service based on customer feedback.
  
  At this stage, we have already taken steps to address the issue by providing a partial refund.

  Customer Answer

  Date: 05/01/2024

   
  
  I am rejecting this response because:
  
  
  The 50% offer was accepted without prejudice because emailing the same person back and forth had reached an impasse.  I don’t think the company has properly understood that substituting something worthless (seasonal overstock of a holiday item after the holiday event ) is not in good faith.  A partial refund does not make up for receiving something useless — the sender is out of pocket and the recipient doesn’t have anything meaningful.  I had repeatedly advised that to restore and remedy the situation, at a minimum a %100 refund should be provided and as a gesture of good faith a potted tree (if it can be delivered alive and unfrozen) otherwise chocolate of something would fully resolve and restore good faith.  That would be an appropriate remedy in the circumstances.  Otherwise we have partially recouped the losses, but the bad taste remains.

  
  

• Initial Complaint

  Date:31/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On DECEMBER 04, 2023 i ordered gift basket for $76.62. they were supposed to deliver it to the recipients door but they carelessly left it in the mailroom where anyone can access it now it's stolen. They don't answer phone calls. ORDER NO. *********.

  Business Response

  Date: 05/01/2024

  Thank you for bringing your concerns regarding your recent order to our attention. We appreciate the opportunity to address the issues raised in your BBB complaint.
  
  Based on our records, we can confirm that your order, with the order number *********, was delivered on DECEMBER 04, 2023 to the address provided. The package was delivered to the designated mailroom, as per standard practice for secure storage of packages in accordance with the policies of many residential and commercial establishments.
  
  We understand your frustration regarding the theft of the gift basket. However, we must emphasize that the responsibility for the security of packages left in a designated mailroom lies with the establishment where it was delivered, as it is considered a secure location for package storage.
  
  We would also like to point out that our communication logs show several email exchanges between yourself and our customer service team confirming the delivery of the order to the mailroom. These email exchanges serve as documentation of the confirmation that the package was successfully delivered.

  Customer Answer

  Date: 05/01/2024

  I am rejecting this response because:

  They should've left it at the front door of the recipient. I want a refund. 

• Initial Complaint

  Date:21/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vancouverbaskets.ca ** * **** website
  I ordered a $120 gift basket on Sunday, Dec 17th and received an email saying that it had been shipped and due to be delivered on the 18th via ****** ****. The email contained a link for tracking but it is not a valid tracking number. It is now Dec 21st and the tracking number is still not showing as valid on the ****** **** website. I called the ****** to whom I sent the package and they confirmed that they have not received it. I then contacted the Vancouver Basket company and they tell me that I 'just need to be patient' because the tracking number is valid. This makes no sense as ****** **** scans packages when they get them and they are easily tracked soon afterwards. It has been 3 days since they supposedly shipped it and so should be traceable on the ****** **** website.
  I have contacted **** to flag this organization *** * ***** **** ****** ** ** ****** ** ** ***** ***** ******** Another notable *** **** is that the email address of the person who replied to me appears to be a non traceable generated email: ************************************************************** *** **** * *** *** ** *** ******** ******* ** *** *** ******* * ****** *** **** *** ***** ** **********

  Business Response

  Date: 22/12/2023

  Pertaining to **********:
  
  We want to inform you that the tracking number provided is valid and we recommend that you continue to refer to the tracking link you already have. Please note that tracking information may not be immediately updated or recognized by the carrier's system until the package is received and scanned at their facility. We are closely monitoring the status of your package and will provide you with any necessary updates.
  
  We apologize for any inconvenience caused by the generated email address. Please be assured that we are a legitimate business and are committed to resolving any issues you may have in a timely manner.
  
  We appreciate your understanding in this matter.

  Customer Answer

  Date: 22/12/2023

  
  
  I am rejecting this response because:  I ordered the package on the 17th.  They claimed it was sent via ****** **** on the 18th.  This is tracking number :  ****************.  This is still not a valid number when entered with ****** ****.  When I contacted them multiple times yesterday, rather than getting a helpful answer like 'let me look into why this tracking number is not showing up' it was the same rote reply of 'you must wait'.  As mentioned before, if the package had actually been shipped on the 18th as claimed (or even the 19th or 20th), that tracking number would work.  

  I suspect that this company runs on the assumption that many people do not check to find out if a gift basket had been received.  

  
  

  Business Response

  Date: 05/01/2024

  Regarding order **********.
  

  According to the tracking information found at https://**************************************************************************, the package associated with the same ****** **** tracking number has been delivered on January 4th. We would like to clarify that we did not take any action regarding the customer's order once they contacted us to expedite or modify the tracking information. Additionally, we did not re-ship the order as the tracking number has always been valid.
  
  Regarding the customer's comment about the tracking number not being valid, we apologize for any confusion. However, we can assure you that the tracking number provided has been recognized by ****** ****, and it was successfully used to track and confirm delivery.
  
  We understand the customer's frustration with the shipping timeline. The order was placed on the 17th, and we claimed it was sent via ****** **** on the 18th. We appreciate the customer's feedback about checking the validity of the tracking number with ****** ****. We apologize for any inconvenience caused by the delay, but please be aware that the tracking number's functionality can sometimes be delayed depending on ****** ****'s tracking system. However, we have confirmed that the package was indeed shipped and delivered on January 4th, as indicated by the tracking information.
  

• Initial Complaint

  Date:06/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an Order with this business on December the 3rd. I paid through E-Transfer on the 3rd of December. Today December the 6th they are refusing to deliver my order because they haven’t received my payment. I have all the proof of payment from my bank. **** *** ********* ********* There’s no customer service. Torontoblooms.ca ** * ***** **** ******* * ********* **** *** ******* *** **** *** *** *** ****** ****** ** ****** **** ******* *** ****** *********

  Business Response

  Date: 09/12/2023

  Regarding order ********, there was a delay in depositing the e-transfer sent by the customer into our company's account. This delay was due to the bank. Unfortunately, this is one of the risks associated with customers choosing to pay via e-transfer. However, we do offer several faster payment methods for customers who wish to avoid this issue, such as credit card. Once we confirmed the receipt of payment, we promptly dispatched the customer's order. It was successfully delivered on either December 6th or December 7th. We also followed up with the customer via e-mail letting them know that the payment had now been deposited.

• Initial Complaint

  Date:05/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a gift basket for a corporate client in another province, and added a extra bottle of wine to the one from the basket. Client informed only one bottle was in the gift basket, provided me a picture of the basket. When opened ticket with Hazelton/Gift Group, said i need more pictures to prove the bottle was missing... Refuse stoically to reimburse the cost of the one bottle. Filed a complaint with the bank as well.

  Business Response

  Date: 09/12/2023

  Regarding order *********, we have offered to refund the customer the value of the missing bottle of wine, which is only $20.00 as it was a default bottle included with nearly all our wine products. The customer is only eligible for this amount based on our website confirmation. However, the customer is requesting a $30.00 refund, which we are unable to provide. We are awaiting confirmation from the customer as to whether they would like to proceed with the $20.00 refund. Our last communication with them was on December 6th, 2023.

  Customer Answer

  Date: 13/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The company first reaction was to refused immediately the claim for the missing bottle of wine for the gift basket. Refused to show proof it was actually packed and sent. Only after did i file a complaint did they change their mind. Then they proposed an arbitrary CAD10 of compensation on the CAD162 gift basket. I requested a proof of the value of the missing bottle of wine and that it should include the taxes i paid for it (GST 5%) given the additional bottle i paid for was $31.99 + tx, and then showed them other of their gift products were the same missing bottle of wine appeared to be sold closer to CAD30 based on the pictures from the basket i chose and another one with only the wine. They refuse to produce any receipt again and now argues " which is only $20.00 as it was a default bottle included with nearly all our wine products". In this case, provide me with a receipt of this bottle so i can validate the amount, and include taxes on my refund. Note, i cannot purchase and send another bottle of wine anywhere on their website for only CAD20.00.
  

  Alternatively to a refund, i would agree to the business to replace the missing bottle by sending it directly to the shipping address on file.

  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 22/12/2023

  We appreciate the opportunity to address the complaint regarding the missing bottle of wine from the gift basket. We would like to provide some clarity on the matter and explain the resolution we have offered to the customer.
  
  Firstly, we acknowledge the customer's frustration with the missing bottle. Upon receiving the complaint, we promptly reviewed the situation and made the decision to compensate for the missing item.
  
  In terms of the value of the missing bottle, we want to emphasize that the pricing of our default bottles differs from the pricing of add-on bottles. The default bottle included in the gift basket is priced lower as it is factored into the overall cost of the basket. This is a reasonable approach and is consistent with industry practices.
  
  Regarding the customer's request for a receipt showing the amount we purchased the bottle for, we regretfully state that we are unable to fulfill this request. The cost of our inventory can vary based on various factors and it may not reflect the price paid by the customer. Furthermore, providing a receipt of the bottle's cost would not accurately reflect the price the customer paid, as it includes additional expenses such as taxes and fees.
  
  To address the customer's concerns, we offered a refund for the missing bottle. This refund is still available to the customer if they choose to respond to our customer service team.
  
  We believe our resolution is fair and takes into account the value of the default bottle as it is included in the gift basket. We have made efforts to communicate this to the customer and are willing to work with them to find a satisfactory resolution.

  Customer Answer

  Date: 11/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As stated, the business did not accept to reimburse me. First they denied my request. Then they offered $10 after escalation on my behalf, and stated taxes wouldn't be reimbursed. Then begrudgingly offered $20. I'm requesting either $30 or another bottle shipped to the customer. This is a fair price considering I will have to purchase another bottle and ship it to replace the missing one, to satisfy my own customer.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 18/01/2024

  Thank you for bringing the customer's complaint to our attention. We thoroughly investigated the situation and would like to clarify that the customer is not eligible for a $30 refund as the missing product does not cost that amount. Although there was an initial error in quoting the refund estimate of $10.00, we corrected this and offered the accurate refund amount of $20.00 on December 5th.
  
  We would like to resolve this issue with the customer by offering to re-ship the missing bottle or providing a $20.00 refund so that they can purchase a new bottle. We believe either of these resolutions are more than fair, but the customer is not eligible for a $30.00 refund.
  

  Customer Answer

  Date: 24/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the amount is insufficient at this time to replace the gift at purchased value. I suggest the business simply sends the missing bottle to my client, then they dont have to reimburse anything and can do their job and the services i paid for properly. Let me know if you need the address to ship the bottle.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 31/01/2024

  We will make arrangements with customer service to have the default bottle of red wine re-shipped to the same address, based on your most recent comments.

  Customer Answer

  Date: 06/02/2024

  
  
  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. Instead of financial compensation as I suggested, the Gift company completed the order I originally passed in November 2023 by sending the missing bottle that was ordered, and the recipient was very happy to receive their bottle that i had committed to, finally.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:26/08/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a gift basket on Aug 23rd for ** ********* birthday to be delivered by August 26th. The tracking was sent and estimated delivery was to be the 25th end of day. As we live in different cities and this was a surprise, I didn't want to tell ** ******* to leave a note for the driver with instructions. Instead I made sure he would be there to receive the package. The address is a coffee shop, ** ***** ***** ***** ***.
  
  I gave the complete address with business name (as you can see on the ********** from the Hazeltons confirmation) but Hazeltons gave the courier a shortened version of the address with NO business name.
  
  I sent to Hazeltons:
  ******* ****** ** ****** ****** ***** **** ******* ** *** *** ****** Hazeltons sent to Courier:
  ** ****** ****** ****** ** ******  
  Now I have no updates from the courier (I cannot reach a live agent even though the website states I am within the Live Chat hours) and the only update is that the courier could not find the Consignee and the address was incomplete.
  
  It's ** ********* birthday today and I am down $119 and no basket.
  
  I looked at the reviews online both of Hazeltons Gift Baskets and ****** (the courier) and they are awful. There are so many complaints. Customers are losing money, baskets are not arriving, if they are arriving, most likely days late, and the food is moldy or 'substituted'. Hazeltons is not offering refunds or exchanges.
  
  Tracking Number: **********************

  Business Response

  Date: 20/09/2023

  We acknowledge the complaint filed by the customer regarding their order of a gift basket from our company. We apologize for the inconvenience caused by the fact that the order was shipped with an incomplete address.
  
  The customer provided us with a complete address, including the business name, but unfortunately, our internal process resulted in a shortened version being provided to the courier. As a result, the courier was unable to locate the consignee, leading to a delay in delivery.
  
  We understand the customer's frustration and disappointment, especially given that it was intended as a surprise gift for their ********* birthday. We have already taken steps to address this issue and have provided a refund for the damaged portion of the order as of September 7th.

  Customer Answer

  Date: 21/09/2023

  I am rejecting this response because: a $13 refund is embarrassing on a $120 box when the box wasn’t delivered because the address was shortened on the company’s behalf. The box sat at the warehouse for two weeks until I could come out and pick it up. I wasn’t able to gift it in time nor at all because the smashed beer bottle inside leaked all over everything and everything was sticky, foul smelling, and wet. Except the two beer holders. Those made it out alive.
  
  
  

  Business Response

  Date: 28/09/2023

  We acknowledge that there were multiple problems with your shipment, including a shortened address which caused a delay in delivery. We understand that this resulted in missed gifting opportunities and frustration on your end.
  
  Based on the evidence you have submitted, we can offer a partial refund equal to the value of the damaged items, which includes the container and a bottle of beer. We understand that this may not fully compensate for the overall inconvenience you have faced, but it is the extent to which we can provide a refund based on the available information. With that being said, we believe the customer has been fairly compensated.

  Customer Answer

  Date: 06/10/2023

  
  
  I am rejecting this response because: the company gave a shortened address to the courier. The box did not come to the requested address because of that. Package got sent to the warehouse and it likely got handled poorly, breaking the contents. There is no other evidence needed. I do not need partial refund. Your company already sent me a refund of $13. 

  The partial refund would be welcomed if there was fault on the customer's side as well. I shared the entire address with the company, I did not shorten anything not to include the unit number and I made sure of that. 

  
  
  
  

  Business Response

  Date: 11/10/2023

  We understand that a $13 refund may not seem sufficient to address the reported damages. We appreciate the customer providing photos of the damaged items, and based on our assessment, the value of the damaged items amounted to approximately $13.00. We strive to ensure fair and reasonable resolutions for our customers, and the partial refund the customer received is more than justified to cover the value of the portion of the order that was damaged. If the entire order was damaged, we would have definitely refunded the entire order, but that is simply not the case.