Complaints

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:10/14/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 9/5/24 I ordered special order chocolate from this company with a 3-4 business day shipping. Upon check out it said I will receive a shipping notice once item has shipped. I didn't receive one at all, and by 9/10 I called the company asking for an update. I was told it was shipping out that day and would receive a shipping notice. By 9/12 I still hadn't received a shipping notice, so I called again. I was told they don't handle anything with shipping at the store, and even though I explained they did when I called before they gave me another number to call. I called thst number and it was disconnected. Called the store back, and was told they were looking for my order information. Then came back and said they couldn't find my information and gave me another number to call which was supposed to be the manager or owner. Couldn't make out what they said exactly. Called, he said he would call back. Two hours went by, he didn't call, I called back. He said he was checking into it and would call back in an hour. No call, I called back, he said still looking and would call back. No call back, I called back again, and he said he was going to the store to call him in an hour. I did, and he said it was shipped and delivered already which I assured him it had not. He said to call in the morning. I did and he said they shipped it. I finally get the package on 9/14 completely melted. I reached out and was told I'd be contacted. Still nothing so I emailed, and received a response that I'd be refunded on 9/17 within a few days. Still no refund, so I reach out 9/25, was told it was just refunded. Still nothing, reached out on 10/8, and on 10/10 I was told they would refund me in 3-5 business days. I asked why it's taken so long, and was told there was an issue with the system and now they want to refund me through zelle which I don't have. I told them no, and haven't heard back. This is horrible, and I still need to be refunded!

  Business Response

  Date: 10/15/2024

  Response to BBB Complaint Case #******** - Refund Confirmation and Resolution
  
  Dear BBB Customer Relations Representative,
  
  Thank you for the opportunity to address this matter. At Zmzm Sweets Inc., we deeply value our customers and strive to provide a positive experience with each order. We regret any inconvenience the customer faced during their recent transaction with us.
  
  We would like to confirm that a full refund has been issued to the customer, and proof of this refund is attached for your review. Throughout this process, we remained in contact with the customer through various channels, including social media, to provide timely updates on the order and refund status. We understand the importance of clear communication, especially when issues arise, and we apologize if there were any delays or misunderstandings.
  
  This situation has highlighted areas for improvement in our shipping and customer service processes, and we are actively working on implementing enhancements to better serve our clients. At Zmzm Sweets, customer satisfaction is our top priority, and we are committed to addressing any concerns promptly and professionally.
  
  Please feel free to reach out should any further information or clarification be needed. We appreciate the opportunity to demonstrate our commitment to our customers and our dedication to resolving any concerns thoroughly.
  
  Sincerely,  
  
  ******** Abumoghli  
  Zmzm Sweets Inc.  
  ******************  
  *******, IL *****  
  ************  
  
  
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22412690
  
  I am rejecting this response because:

  They still haven't returned it to my account. The screenshot they sent doesn't even have a date on it.  This has been on going for over a month. They say they are keeping in contact with me, but the only contact that's happening is initiated by me. They stop replying after a while. I've been told over a handful of times that they are or have refunded it. I've even contacted my bank and they have seen no initiative on return. 9/5 is the only thing under their name where they took the money out.
  
  Sincerely,
  
  ***** ********