Business Profile

Candy

See's Candies, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for See's Candies, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

34 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:12/13/2024
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.
I purchased a Christmas gift of box of holiday chocolate from Sees candy on 12/4/2024 for &***** I received the item on 12/10/2024.I gifted it to my family as an early Christmas gift only to find the chocolate inside looked inedible, looked like it had melted , smushed, some looked like someone had tampered played with it kneaded it possibly, some were even stuck together so hard that it was actually inedible or unable to even take apart .If it had been summer time , I can possibly understand it having melted due to the weather , but this is an order in December that I have purchased from the actual sees candy website.I immediately apologized to my family member for this gift feeling great embarrassment and disappointment, and contacted sees candy.First I contacted them through the text help agent and requested a refund and emailed them the proof of the state of the candy chocolates.They then at the time said they will be refunding me, and to wait 7 days , I figured I would get a confirmation email regarding this issue but I did not hear anything from ******* after few days I called sees customer care line to ask for a email confirmation regarding this issue and refund , and was told because they are having technical issues they havent been able to refund. I again got no email confirmation, only an email saying they will ship a new box to which I declined. So I contacted sees again , and since at this point it had been a week and they still have not sent me an email confirmation regarding the case or refund, to which I was told it is still not approved for a refund. I have sent the proof of photo of how disappointing the items were , but they are not issuing a refund, I am not wanting a replacement chocolate as this was a gift not for myself and the embarrassment I felt to give them such a horrifically destroyed chocolate coming from Sees candy chocolates, very very disappointed in the quality and the customer care service regarding this matter.
Business Response
Date: 12/19/2024
We sincerely apologize to our valued customer for the delay in getting her the requested refund. We will take immediate action to process the refund. I will also follow up with our customer to apologize and work hard to restore her confidence in our products and our service.
Customer Answer
Date: 12/19/2024
Better Business Bureau:

I finally received a refund for the purchase .
thank you for the response .
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ********
Initial Complaint
Date:12/11/2024
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 purchased a box of candy on 11/15 and paid extra for expedited shipping so it would arrive for Thanksgiving. It was too arrive by 11/27, per the extra fee I paid. My order did not ship until 11/27 and did not arrive in time for Thanksgiving. I called Sees and requested a full refund on 11/17 and they told me 5-7 days for a refund. Then I called again to check on the refund and they told me 7- ********************************************* ***** days. I would like my refund for bad service and product When the order did arrive on 11/28 it was melted and in disarray and inedible ( broken open)
Business Response
Date: 12/11/2024
We will escalate this complaint to our consumer affairs group. They will investigate the status of the refund and reach out directly to our customer to see how we can renew her good feelings about See's Candies. We guarantee customer satisfaction and will work hard to restore our customer's confidence in our products and our service.
Initial Complaint
Date:12/10/2024
Type:Delivery 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.
I ordered 2 custom boxes that were delivered to my door yesterday, 12/9. When I opened the packaging, both See's boxes were crushed, some **** missing and ants crawling around. The white box the items were shipped in was fine, but the See's packaging was the issue. I threw the candy away due to the bugs and not being edible. I was supposed to gift those and there isn't enough time to order another 2 packages. I would like a refund of my purchase. Very disappointed that I spent a significant amount on your candies and they arrived in the condition they did. I have reached out to their customer service email and not received a response.
Business Response
Date: 12/10/2024
We are reaching to our valued customer to apologize and see how we can make things right. We will certainly provide a refund if that is the customer's preferred resolution but will also see how we can have the boxes repacked at a local See's Shop so the customer can still gift them as planned. We apologize for the unacceptable condition our candy arrived in and will take immediate steps to investigate what might have happened to cause damage, missing candy and ant infestation.
See's guarantees our customers will be 100% satisfied. We will take immediate steps to make things right for our customer.
Customer Answer
Date: 12/11/2024

Complaint: 22667444

I am rejecting this response because: before I accept the business response I would like them to email me that my refund has been processed. As I mentioned in my email to their customer care (which I have not heard back from) I had to get another gift to purchase as this is what it was intended for. In this case, a restocking of the candy would not help. Just a refund. I will accept the businesses response once I receive the refund. I appreciate it.

Sincerely,

**** **********
Business Response
Date: 12/11/2024
We have requested the full refund and will confirm directly to the consumer as soon as we have confirmation that the refund has been completed.
Customer Answer
Date: 12/11/2024
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.

Sincerely,

**** **********
Initial Complaint
Date:12/09/2024
Type:Service or Repair 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.
Over the past year See's has not been able to fix the problem with my online orders when I try to pay with my credit card ending in 2374. My payment is denied and I am prompted to contact my credit card company. My credit card company says they see the charge trying to go through but it is being blocked on See's end. **************** sent the problem to the accounting department, told me the next day it was fixed but it wasn't. Said there was some kind of partial block on the card but didn't know why. I have used this credit card for years with See's and many other online purchases and never have had a problem with it. I have spent many thousands of dollars with See's over the years (approximately $2,000+ per year) and now I've had it! Fix the problem!
Business Response
Date: 12/10/2024
We are again escalating this issue to a senior member of our Accounting and ************* to see why this **** on this credit card continue to cause our valued customer problems and frustration. We will be reaching out to our customer tomorrow to make sure the account is clear and the saved credit card information is functioning properly to allow our customer use her credit card without additional delays and blocks due to our security features.
We will work with our customer to ensure we take appropriate action to eliminate any barriers to her See's order process. We sincerely apologize for the problems and will work with our customer to find the best way to renew our valued customers confidence in our products and our service.
Customer Answer
Date: 12/13/2024

Complaint: 22664236

I am rejecting this response because:
See's has not made an effort to contact me or resolve the problem as they promised. Also, See's grammar in their response is sub standard and not what I would expect from a business.

Sincerely,

****** ********
Business Response
Date: 12/19/2024
On behalf of See's Candies, I apologize for the delay in resolving the credit card block issues our customer is having. I also apologize for the poor grammar contained in our initial response and will take immediate steps to ensure we double check all responses before we send out any communication of this type.
I am currently working with our finance and accounting team to determine why the credit card continues to be blocked from successful use in our systems. See's very carefully handles all credit card transactions with extreme care for the protection for our customers. It is not our intent to create a security review that will block known customer provided information from our system, especially with a long time, valued customer like *** ********.
I will be reaching out to *** ******** personally to detail the steps we are taking to resolve this issue, and to work to restore her confidence in our service.

Customer Answer
Date: 12/22/2024

Complaint: 22664236

I am rejecting this response because:
The problem is probably coming from See's IT department and NOT the finance/accounting department. Per my previous conversations with See's customer service this past spring they released what the finance/accounting department said was a "partial block" on this credit card and then when I tried to make a purchase with this credit card my purchase was still denied. Also, customer service was not able to tell me why there was a "partial block" on this credit card in the first place. See's needs to work with their IT department concerning this matter.
Sincerely,

****** ********
Initial Complaint
Date:12/04/2024
Type:Delivery 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.
I ordered some candy from my friends daughters fundraiser. Ive ordered every year for the past five years and Ive never had an issue until this November. I placed my order and I was told it would come within 3 days. I placed the order on November 26th and received an email confirmation on November 27th confirming my order (order #********). Well, after a five days had passed I decided to give Sees a call. I spoke to someone on Tuesday December 3rd. She confirmed that my candy would be delivered on Wednesday December 4th. I wait up until 2:30 PM on Wednesday when I decided I had better call Sees again. I spoke to another agent who told me they couldnt find the order. He promised to send the candy out again, but expedited. I shouldnt have to keep calling to find out where my candy is, thats just ridiculous. This has been a frustrating and pretty annoying experience. Its unfortunate because Ive never experienced such unprofessionalism by Sees in the past. I hope they get their act together.
Business Response
Date: 12/10/2024
We are have escalated this case to our ********************** and will be reaching out to our valued fundraiser supporter tomorrow to check in to make sure she has received her candy order and that we have taken steps to determine what caused the delay and make sure this does not happen again. See's Yumraising orders are a very important segment of our business and we want to make sure that those customers who choose to support a local fundraiser by ordering via our Yumraising portal are not disappointed in our products or our service. See's is committed to making sure our customer is 100% satisfied.

Customer Answer
Date: 12/11/2024
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.

Sincerely,

**** *********
Initial Complaint
Date:10/03/2024
Type:Service or Repair 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.
After countless complaints, I still cannot get this company to remove a former resident off their mailing list. As the attachment shows, it's to the attention of: ******* ****** ****** ***** ***** ******** *** ******, at my address. I have lived here for over six years and I have never heard of this group.

Every time I call/email and request to be taken off the list, I'm always told it will be done, and it never is. (Except for **** ****, who is incredibly rude and indifferent.) The photo is dated 8.16.2024; however, I have received two more in the last 10 days. Please. Take this off your list. I just want you to leave me alone. Six years is long enough. Stop it.
Business Response
Date: 10/07/2024
I have reached out to Ms. Leigh A** ****** to apologize for the continued unwelcome mailings coming to her address. We are working closely with the team that manages our database and prospect mailings. The person listed on mailings *** ****** received was involved in a non-profit group that was a fundraiser prospect for See's at one time. There were never any orders placed on the prospect account so the contact information is not in our active file where we can opt the address out of the mailings. We feel confident that we can get the prospect mailings to *** ******'s address stopped with the next round of holiday mailings that go out to fundraisers.
We have offered our sincere apologies to *** ****** and hope she will take us up on our offer to provide her with an assortment of our delicious confections as a token of our apology for the inconvenience and frustration the continued mailings has caused for her.
If you have additional questions, please feel free to reach out to me.
Thank you,
SEE'S CANDY SHOPS, INC.
******* *****, Customer Experience

Customer Answer
Date: 10/10/2024
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.

Sincerely,

Leigh A** ******
Initial Complaint
Date:08/31/2024
Type:Service or Repair 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.
I purchased a couple hundred dollars worth of chocolates for a business acquaintance through a line of credit we received which sees candies. Sees candies failed to deliver the chocolates when I called to inquire the customer service rep said “I see your order number, but I do not know why it was not shipped.” I asked to speak to a manager and it’s been over two weeks no response. Very poor customer service and communication
Business Response
Date: 09/04/2024
We have located the missing order and taken steps to ensure that the order is filled and shipped in a timely manner. The error was on the See's side. We have taken steps to ensure this cannot happen again. See's Accounting and Finance processed the order at no charge to our customer as our apology for accident cancellation of the order.

Customer Answer
Date: 09/04/2024
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.

Sincerely,

Harwon M*****
Initial Complaint
Date:08/19/2024
Type:Service or Repair 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.
I bought a box of Sees Nuts and Chews at the ****** ******* as a ******* gift. It was the normal 1-lb size. More expensive than in the store, but hey, it was the airport, so I took that understandable increase in stride. The next day, there was a joke in the house: who ate all the chocolates? There were noticeably few in the box and everyone teased the *******, even though she claimed she had eaten only three. She did lament that they had seemed few to begin with. Then someone noticed the box: It was the normal-sized 1-pound box, no changes there. But the box didn't show one pound as its contents, it had printed on it "11 ounces." I flew to the internet. Sees does not sell an 11-oz box anywhere on its sites. Sixteen ounces normal everywhere in the country down to 11 ounces. Not a decrease of 2 ounces, but a full 5 ounces--32% less. For more money. I apologized, even though it was not my fault. Now it was a gift gone bad.

It's one thing if Sees is doing this system-wide (consumers might become more aware), but a same-sized box with 32% less in only one location: that is DECEPTIVE PRACTICE. If Sees is going to collaborate in this way, Sees should noticeably change the box size. It was particularly bad because it was a ******* gift that makes the giver look cheap. We agreed I should write and complain.

I no longer have the receipt, but will be able to look up the charge on my card. Until such time as Sees changes the box size, I insist that the ****** ******* (and any other airports) post very visible signage where those boxes are sold that says something to the effect of (NOTE: 11 oz weight in 1-lb box).
Business Response
Date: 08/19/2024
Hello,
See's Candy products sold at all ******* locations are sold through approved Licensees. Each Licensee location decides which products they will be selling at their location. While See's can recommend a retail selling price for each item, the Licensee business partner purchases the product directly from See's and does have the ability to set their own pricing. Each product is clearly marked on the box with the type of product in the box as well as the net weight for that particular box.
All candy being offered in the different assortments is the same high quality product we offer in a See's shop or via ********. Licensee packaging is different, and as already noted, the size and weight of the boxes may be different depending on the assortment offered at each particular Licensee location.
We apologize for any confusion or disappointment this caused. We are happy to provide a replacement box of candy or a gift card our customer can use at any See's owned and operated shop, to purchase the item they felt they were originally purchasing. If a refund is being requested, we will need to reach out to the Licensee with the purchase information so we can determine how they want to handle a refund.
Customer satisfaction is our primary goal. We guarantee customer satisfaction with our products and our service regardless of where it is purchased. We are happy to work directly with our customer to make things right.
Best regards,
SEE'S CANDY SHOPS, INC.
Johnnie W****
Customer Experience

Customer Answer
Date: 08/19/2024
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.
A coupon would be great that I can use on line - ***********************
refund sounds too complicated

Sincerely,

Julie B*****
Initial Complaint
Date:07/30/2024
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 ordered a 2lbs box from the site, they charged my card for the payment but I received no email confirmation. I tried to call the 800 number but to no avail. I just want what I paid for or a refund of my money.
Business Response
Date: 07/31/2024
We show the subject order was delivered to the delivery address on July 11, 2024. We are reaching out to our customer to confirm the delivery address and determine next steps. We will either replace the order or refund the customer's money based on the outcome of our conversation with customer. If the customer did not receive the package and the delivery address is correct, we will also open a tracking investigation/claim with *** to determine what happened to the package we shipped to our customer.
Initial Complaint
Date:07/22/2024
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.
I am writing to file a formal complaint against See's Candies regarding my recent order, number ********. Upon receiving my order, I found that the chocolate was spoiled and not suitable for consumption, exhibiting an unusual odor, discolored appearance, and off taste. I immediately contacted See's Candies' customer service, provided all necessary information and photographic evidence, and requested a refund, but I was informed by the agents that no action would be taken. Consequently, I threw everything out because I did not want that junk garbage in my house. Despite multiple follow-**** the issue remains unresolved. I am seeking your assistance to obtain a refund for this purchase. I apologize for any inconvenience caused and appreciate your help in resolving this matter.
Business Response
Date: 07/24/2024
See's Candies has received previous delivery related complaints from this customer. We have provided full refunds without question. Because of the past history with our candy deliveries to this location, without the return of the product for further inspection by our Food Safety and ************************ we are unable to accept additional orders for delivery from this customer. We are providing the full refund for this order and will process it to the original form of payment today, 7-24-24. Credit card refunds can take up to 7-14 business days depending on the issuing bank.
If the customer requires additional information, I am happy to discuss this matter further.
Sincerely,
SEE'S CANDY SHOPS, INC.
*************************, Customer Experience

Customer Answer
Date: 07/25/2024

Complaint: 22027323

I am rejecting this response because:

Dear *************************,
Thank you very much for processing the full refund for my recent order. I truly appreciate the resolution to the delivery issues I experienced. I understand the concerns regarding past delivery-related complaints, but I assure you that I genuinely enjoy See's Candies and would love the opportunity to continue being a loyal customer. Please give me one more chance to demonstrate that I can have a positive experience with your products. I kindly request that you reconsider blocking me from placing future orders. Thank you looking forward to hearing from you.

Sincerely,

***********
Customer Answer
Date: 07/25/2024
Hello, thank you for reaching out. And I apologize for any inconveniences and confusions on my part. The last name is *****.
Business Response
Date: 07/25/2024
See's Candies responded to the complaint in the BBB portal on 7-24-24. We processed the full refund for our customer in the amount of $492.58 on *******. We will be notifying customer *********** that we are unable to accept new orders for delivery to the same address due to the delivery problems that resulted in full refunds to two additional orders in the past. Refunds can take up to 7-14 days to appear on customer's credit card statement, depending on the credit card issuing bank.
If you need additional information, please be sure to contact me.
Best regards,
SEE'S CANDY SHOPS, INC.
*************************.Customer Experience
Customer Answer
Date: 07/25/2024
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.

Sincerely,

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

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See's Candies, Inc. is NOT a BBB Accredited Business.