Complaints

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

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See's Candies, Inc. has 55 locations, listed below.

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  See's Candies, Inc.

  210 El Camino Real South San Francisco, CA 94080-5968

• 

  See's Candies Chocolate Shop-ALL Locations

  1675 W San Carlos St San Jose, CA 95128-5207

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  See's Candies Chocolate Shop-ALL Locations

  149 S Hacienda Blvd City of Industry, CA 91745-1102

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  See's Candies Chocolate Shop-ALL Locations

  15466 Los Gatos Blvd Los Gatos, CA 95032-2542

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  See's Candies Chocolate Shop-ALL Locations

  1238 W El Camino Real Sunnyvale, CA 94087-1027

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:10/20/2022

  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.

  First, you need to be aware that I have been a loyal Sees Candy customer for over 60 years. But I have now given up on them. I moved to Maine two years ago and it's been a nightmare dealing with them ever since. The candy has come frozen with white gunk on it, sticky and oozing or crushed and broken in pieces. Dealing with customer service is awful. They hire ************* to answer the ***** number who simply don't care about your problem, have an attitude, and won't go the extra mile to make it right. ************ is rolling in her grave to see how her lifelong loyal customers are being treated. As to specifics, let's start with last Oct 2021 when I ordered some chocolate and it came ruined because they shipped it in ice packs that froze the candy in our 30/40 degree weather. I sent photos and they replaced it with chocolates NOT mailed in ice packs. So this year, in trying to avoid the problem as we are having the same weather, I called CS and tried to request the non-ice pack shipping by doing a special phone order. I was told it was impossible to send it any other way and I was forced to pay the heat-sensitive ice pack price of ***** instead of the regular shipping of **** flat rate for NON ice pack packaging. The chocolates froze again in transit and thawed into a sticky mess with water from the melting ice having seeped through the plastic box covers at some point and ruining it. So, I called CS and they are sending a replacement in NON ice pack packaging. I wanted a refund of the $7 shipping difference I was forced to pay for the ice packs but was told they couldn't do it because they had to send it WITH ice packs in October. Ummm, but you just sent the replacement without ice? Oh. Well, we can do that because it's a replacement. Excuse me, but you clearly have the capability of noting to the warehouse to leave the ice out. Why can't you do it right the first time and save us both the hassle? And I still want my $7 refunded that I paid just to ruin my candy!

  Business Response

  Date: 10/21/2022

  Hello,

   

  We will reach out to this customer to see how we can make things right.  Our warm weather packaging requirements are based on the weather conditions in both our shipping location and the destination location.  We continue to experience warm temperatures in ********** that require the use of our insulated packaging in order to effectively deliver the package through the *** air shipping process.  

   

  Our goal is to work with all of our customers to ensure they receive the freshest confections regardless of where they are located.  Customer satisfaction is our priority.  We will work hard to make things right for this and all of our customers.

   

  If you have questions or need additional information, please advise me.

   

  Thank you,

   

  SEE'S CANDY SHOPS, INC.

   

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

  Customer Experience

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

  Customer Answer

  Date: 10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They sent an email saying they will refund my shipping. That will handle this problem but it still will not solve the issue going forward. Customers should not be forced to use ice pack shipping in October if the candy is ruined every year by it. They should give options to allow people to choose their shipping based on their individual situations and past experience. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/20/2022

  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.

  Order ********. Placed order on September 29, 2022. Called this morning to cancel order as it was slated to arrive on October 26th 2022. I paid 2 day air shipping (approximately $27.00) via *** to ******. Between this time period, (September 29th til today) I had placed 2 more orders. They both were riddled with shipping delay issues, and then melted and damaged candy upon receipt. After receiving my last order yesterday, I wanted to cancel this pending order #********. I was told that I could not cancel it as order was released to the warehouse and because of this reason, they would not cancel. I searched their website (and as of today) there is no such policy stating this. There is no policy at all stating cancellations. I can see if this was shipped out, but there are reasonable amount of days where this can still be canceled. I utilized the company chat option on the website, where I was again told the same reason as to why they could not cancel. **************** rep ****** helped me, and when I stated to her that there was no policy stating this, and actually no policy at all regarding cancellations, she immediately stopped the chat and logged off. I would like my money back ($102.56).

  Business Response

  Date: 10/21/2022

  Hello,

   

  We will reach out to this customer directly to see how we can assist her to resolve the issues she has had with her orders.  Our current system does not allow for cancellations of orders once they export to our warehouse for fulfillment.  This information is provided at the time the order is placed as part of the final order process, and before the order is finalized and completed.  

   

  Our goal is to make every effort to work with our customers to ensure they receive the high quality products and service we promise.  Should a customer be unhappy with our products or service, we will make every effort to reach out to them and find a solution that restores their good feelings about See's Candies.  We feel confident we can reach a successful outcome with our customer.

   

  If you have questions or need additional information, please reach out to me directly.

   

  Thank you.

   

  SEE'S CANDY SHOPS, INC.

   

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

  Customer Experience

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

   

  Customer Answer

  Date: 10/22/2022

   
  Complaint: 18253592
  
  I am rejecting this response because:

  This information is provided at the time the order is placed as part of the final order process, and before the order is finalized and completed.
  

  I placed this order online and was not given this information. Again, no where on your website is there a clear policy on cancellation and time frames. And no one has reached out to me to rectify this situation. I had also emailed your customer service the same day I made complaint to BBB, your company managed to address BBB, but not my email as of this writing. 

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

  Business Response

  Date: 11/01/2022

  Hello,

   

  We have been in touch with our customer and have completed processing the refund to customer's Pay Pal account.  We have also made arrangements to send her an eGift card for the portion of the order that was paid with a gift card.  We have also added an second eGift Card as our apology for the disappointing experience.  Our hope is to restore our customers good feelings about shopping with See's Candies.  In addition, See's will also be reviewing the communication we send regarding when and how eCommerce orders can be changed and/or cancelled once they are placed on sees.com.  These transactions are normally processed very quickly and do not generally allow us the time to stop an order.  We are committed to making sure that our communication better reflects the timing for making changes and/or cancelling eCommerce orders.  

   

  If you have questions or need additional information about this complaint, please be sure to let me know.

   

  Thank you in advance for your support.

   

  Best regards,

   

  **********************.

   

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

  Director, Customer Experience 

  ***** S **************

  ******, **  90810

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

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

• Initial Complaint

  Date:09/21/2022

  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.

  There is misrepresenting/fraud going on. The advertisements are misleading, and false, and leads consumers to be misled. I am 79 years old a good business customer of Sees and have them send candy as gifts. Are they taking advantage of seniors'? and seniors who are low income. On my birthday, I was sent a message of a gift. ALL IT WAS WAS ADVERTISEMENTS.This is misleading and makes me not do business with them anymore. After spending almost $ *********** the last few months on Sees candies, now I'm not sure if they even follow through with my order(s).Bad business practices. Misleading ads. No more Sees. TOO expensive to not trust them

  Business Response

  Date: 09/22/2022

  This customer received a marketing email from See's Candies promoting ************'s (founder) birthday specials (reduced price on select items).  Customer thought the email was being sent to her as a loyal customer in celebration of her own birthday.  The reduced price offer was available to all customers on the specific days of the promotion (the items changed each day).  Customer did not understand the intention of the email and felt disappointed and misled by See's Candies as she felt that as a long-time valued customer, we would be sending her something to recognize and celebrate her own birthday.  At this time, See's Candies does not have a customer recognition program to celebrate customer birthdays.  This is a program that is being discussed for the future, but is not on our current marketing roadmap.  

   

  We are reaching out to our customer to personally apologize for the disappointment this caused and to offer to send customer a box of her favorites, or a gift card to thank customer for her loyalty to See's ********************** and hopefully make up for the disappointment the **** See birthday email caused for her.  

   

  If you need additional information, please be sure to reach out to me.

   

  Thank you.

   

  SEE'S CANDY SHOPS, INC

   

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

  Director, Customer Experience

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

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