Complaints

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

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  Hickory Farms

  311 S Wacker Dr Ste 2030 Chicago, IL 60606-6753

  
• 

  Hickory Farms

  2510 Haven Ave Joliet, IL 60433-8460

  
• 

  Hickory Farms

  288 Orland Square Dr Orland Park, IL 60462-3211

  
• 

  HICKORY FARMS KIOSK

  1635 RIVER VALLEY CIR S LANCASTER, OH 43130

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:01/02/2024

  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 received a deluxe summer sausage and cheese **** kg for Christmas this year 2023. Everything was great except for one of the ham summer sausages. The seal was broken and there was moisture on the sausage and the package. Obviously the meat was not safe to eat. I have taken pictures of the product before destroying it

  

  Business Response

  Date: 01/16/2024

  Thank you for contacting us regarding the quality of our ham summer sausage.  We apologize that the ham was of poor quality.  We sent a replacement that shipped on January 10th and delivered January 11th.  We hope you enjoy your new product.  Please let us know if there is anything additional we can assist with.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21088009
  
  I am rejecting this response because: Thank you for replacing the sausage with the broken seal. I am however disappointed with your costumer service. I would expect a company to go above and beyond when this type of situation occurs.  It not only has taken my time to reach out to you send proof etc. it could have been a serious health risk if someone would have ingested this product.

  i would have expected your company to compensate a valued customer for more than just a simple replacement.

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

  

  Business Response

  Date: 02/07/2024

  We apologize that we were unable to meet your expectations and want to make this right for you.  We have processed an additional replacement gift box for you to enjoy.  You should receive this very soon.  

  Again, we apologize for the poor quality and lack of service.  We hope this gift will make up for that.

  Customer Answer

  Date: 02/09/2024

   
  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:12/31/2023

  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.

  On 12/28/23 at Hickory Farms store# ***** ; I purchased 10 Turkey meat sticks- 7 in one transaction plus crackers & 3 as a separate transaction with hot mustard. On 12/29/23 I opened a turkey stick to slice on my meat slicer. Immediately a large amount of liquid came out of the meat stick and it turned into a mushy **** cat food consistency. I immediately checked the other sticks in the bag by gently squeezing them. All of them were extremely soft. One of them was so mushy my finger almost went through the outer wrapping. I called my father and he opened one of his Turkey sticks and said it was barely holding its form it was so wet. He was afraid to eat it because he thought it had gone bad. Since my local store was temporary and is now gone, I called Hickory Farms customer service this morning 12/30/23 and was told since I didnt have my receipts they could not refund me and my only option was to return the items to the store where I purchased them. I HAD ALREADY TOLD THEM THE STORE WAS TEMPORARY AND IS GONE! I was told once again without a receipt for both purchases they could not help me. I explained to them if I had realized they sold rotten food I wouldve held onto all the receipts, but the fact is they are disgusting and inedible. I asked to have replacement Turkey sticks sent and I would be more than happy to mail them the rotten meat with a prepaid postage. I was once again told my only option was to return them to my local store Which doesnt exist !! I want a REFUND IN FULL! Im not going to eat rotten meat, and I no longer trust to eat their crackers and hot mustard if they sell rotten meat stick. I would think they would like to see the rotten products that came out of their store, so I would be willing to return all the purchased items to them if they will send a prepaid postage label.

  

  Business Response

  Date: 01/16/2024

  Thank you for contacting us regarding the quality of the turkey summer sausage purchased at one of our retail locations.  We apologize for the poor experience with both our product and our customer service.  We have issued a full refund for both purchases ($54.93 and $17.72).  This refund was processed today and should appear on card ending in **** within in 48 hours.  

• Initial Complaint

  Date:12/24/2023

  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.

  Business failed to achieve expedited delivery after having paid an EXORBITANT amount for the shipping. Failed to deliver by Christmas invalidating the entire purpose of placing the order through their company. Refund requested immediately and demand that they STOP making ludicrous claims on their expedited shipping.

  

  Business Response

  Date: 12/27/2023

  Thank you for contacting us regarding your gifts arriving late.  We apologize that your order did not ship timely which resulted in them delivering after your intended delivery date.  We have issue a full refund in the amount of $197.96.  This refund should appear on your credit card statement within 48 hours.  Again, we apologize for your poor experience with us and hope you will give us another opportunity to provide you with a better experience.  

• Initial Complaint

  Date:12/23/2023

  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.

  I RECEIVED A GIFT PACKAGE but there is NO CARD INSIDE THE *** TO TELL ME "WHO" SENT ME THE ***** I called **************** and had such a difficult time when I spoke to a woman who could barely speak English!!! I gave her all sorts of numbers that were on the box but she could NOT FIND OUT WHO SENT ME THIS GIFT. RIDUCULOUS!

  

  Business Response

  Date: 01/09/2024

  Thank you for contacting us.  We apologize that your gift did not have the senders name on it.  After looking into this, it was confirmed that the sender reached out to you and this matter has been resolved.  We do apologize for any inconvenience and frustration that this caused.   

• Initial Complaint

  Date:12/20/2023

  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 placed an order with on December 18th all the information was provided including my credit card and what I was purchasing the next day I followed up to find out what the status of my order is and they have no record of it yet my charge my card was charged ***** it's been downhill ever since I contacted on December 19th customer service who was supposed to have a manager contact me back and they never called me back I am livid I want to *** this company and all your customer service is over in ****** *********** and they can't help me either it's disgusting you're supposed to be an **************** but you're not I'm going to tell everybody do not do business with this company I'm going to pur*** legal action as well how dare you charge my card and not provide the product the other thing is the customer service person could not tell me when the product would be delivered

  

  Business Response

  Date: 12/27/2023

  Thank you for contacting us regarding the status of your order.  We apologize for the poor experience you received.  We were able to locate your order.  The order was placed under a different first name which could have contributed to the customer service representative being unable to locate the order.  The order was sent to ******************* and delivered on 12/24/23.  

  For your inconvenience, we have issued a full refund.  The refund should appear on your account within 48 hours.  Again, we apologize for any frustration this has caused you.  

• Initial Complaint

  Date:12/18/2023

  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.

  On 12/6/23 I ordered two gift baskets to be sent to two different addresses. I entered both names and addresses in the website.I received an email 12/11 stating that both gift baskets had been sent to one address. I sent an email to hickory farms asking them to correct the issue (I have yet to receive any communication from them). On 12/12 I called the number provided. I spoke to someone (he said his name too fast to catch it). He told me that he would do a hand write ticket and the problem would be resolved in a few days.On 12/15 I called back and spoke to the same guy. He said that my gift package had been sent to the correct address. Then after arguing with the guy. He tells me to go to the address it was sent to, get it from them and take it to the correct address! They live 150 miles from **** called today. 12/18 and spoke to ***. I asked to speak to a supervisor. *** placed me on hold then returned to say they have no supervisors. So I went through the long story with ***. Again she tells me that she will contact the Hickory Farms **************** with a "Hand written ticket". Then she proceeds to tell me that the gifts were shipped to the individual who did not receive them and forwards me the conformation email showing both gift baskets were shipped to one (not two) addresses and NOT the person who did not receive anything.Here *** is telling me that the gifts were sent to ******************* - ***** N. 20st - ******* ** and she sends me an email showing they were both sent to *********************** on *********************************, ******* ** on Order Number = W01431552. OMG! I can read!! *** may not be able to?

  Customer Answer

  Date: 12/20/2023

  Hello,

  I was in contact with Hickory Farms yesterday. They sent the reply #4.

  
  

  12/6/23 I order two gift sets. On to go to *********************** **** ******************* Dr and one to go to ******************* on ***** N. 20st. I received the attachment #1. Unfortunately, I did not catch that both gift sets had been sent to one person.

  
  

  12/10/23 I fill out the online form at the Hickory Farms website, asking for assistance. See attachment #2. I have yet to get a response to that request.

  
  

  12/11/23 I called and spoke to gentleman and he assured me that he was going to do a special "Hand written Request" that would have everything sorted out.

  
  

  I have called 3 times since than and asked to speak with a supervisor but I am told they have none.

  
  

  12/15/23 I called and spoke to the same gentleman and he told me that both gift sets had bee shipped to *******************, not ***********************. that nothing would be done. I explained, again, what happened and again he assured me that he was going to do a special "Hand written Request" that would have everything sorted out.

  
  

  12/18/23 I called and was told that I was wrong and they had proof that both gift sets were sent to ******************* address, with *************************** name and I must have input the information incorrectly when I did the online order. They sent me attachment #3.

  
  

  12/19/23 I called and spoke to ***. Again asked for a supervisor but they have none. I explained the entire situation to ***. She went to great length to explain that I was wrong and both gift sets were sent to ***************** at ***** N. 20st. Then she sends me the image of the original shipping order with both gift sets going to *********************** at **** *******************. That made no sense.

  
  

  Thank you,

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

  

  Business Response

  Date: 12/27/2023

  Thank you for contacting us regarding an issue with your order.  We apologize for the poor experience in trying to get your order to the correct gift recipient.  Our customer service department processed a new order that was sent to *** that delivered Thursday 12/21/23.  

  Again, apologize for any inconvenience that we caused.  Please let us know if there is anything additional that we can assist with.

  Customer Answer

  Date: 12/28/2023

   
  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. Hickory Farms only replied to me after the BBB got involved. They had no intention of making it right until then. Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/11/2023

  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.

  Purchased two products online from Hickory Farms. Tried to return them because after review, they weren't worth the amount of money being charged. Hickory Farms website return policy is stated below.100% Satisfaction Guaranteed: We stand by every product we sell and every gift we deliver. If, for any reason, you or your gift recipients are not completely satisfied with a Hickory Farms item, simply call or email for a replacement, refund or credit- whichever you prefer. We promise to handle your request promptly and courteously. We guarantee it.

  

  Business Response

  Date: 12/18/2023

  Thank you for contacting us.  We are sorry to hear that you were not satisfied with the value of your recent purchase with us.  A full refund has been issued and should appear on your credit card statement within 72 hours.  Please let us know if there is anything additional that we can assist with.

  Customer Answer

  Date: 12/19/2023

   
  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:12/04/2023

  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.

  I ordered a Christmas tree charcuterie board with some sausage and cheese. It was $49 with free shipping. The company sent me some box full of sausage and cheese, but there was no board. I called them to inquire and they sent me the board for free due to the error. The board has every product stuck to it with some kind of glue. When I try to remove the products because Im planning to use the charcuterie board for Christmas, The glue product will not come off. I find it to be unsafe for food (see photo). I have called and received three calls back for which I replied and when they answer, theres nobody on the other end. I am quite disgusted with the company as I spent much time as a youngster in the mall at their store. I am just so disturbed by this. I have pictures of the board as it is no longer food safe, I have attached, as well as my order receipt. Photo depicted in the receipt does not show the Christmas charcuterie board that I ordered. I have no idea where that came from but if you look in the product description by the order number, it tells you what I ordered.

  

  Business Response

  Date: 12/14/2023

  Thank you for contacting us regarding the quality of the Christmas board.  We have forwarded your image to our quality control department to look into this.  In the meantime, we have issued a full refund that should appear on your credit card within 48 business hours.  Please let us know if there is anything additional we can assist with.

• Initial Complaint

  Date:11/30/2023

  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.

  Fri 11/24/23: after filling in all info, hit "place order". Bounced back to cart still showing item in cart. Did it second time same thing happened. Never rec'd email confirm. Suddenly got 2 sep emails from cc company showing 2 sep charges each for $76.48. I immediately called cust serv # and young ***** man's English was not comprehendible. Called back later in day, talked to someone else. That person could not find my order in system, took down all my info and promised someone would call within 24 hours. Never got call. Sat 11/25/23: Looked further on website, found place to type message. Sun 11/26/23: received confirming email they got my email. Waited 24 hours, no one called back. Mon 11/27/23: called # on previous email, got a young **** ***** whose English was also not good. This is 3rd time calling with getting no one who can help me. So again gave info to person and she said someone would call in 24h ours. 3 days have passed and I've not been able to get help. Tues 11/28/23: Placed one final call and behold got person who spoke good English. Evidently when I gave him my name he tells me there is another ***************************** with different name and address. This young man sets up account for me under name of ******************************** and tells me someone will call within 24 hours. Never called. Wed 11/29/23:could not deal with it decided will call BBB next day. Thurs 11/30/23: Got call from young girl who spoke real bad English, she put me on hold and when came back said supervisor told her to tell me to call me credit card company that it was their error. Hickory Farms is claiming they have no order, but yet they charged my Discover card twice. Each for $76.48 totaling $152.96. How would they have been able to charge my card twice if they did not have that information I provided when trying to place order that twice bounced back to cart, and never got confirmation email or confirmation #. I refuse to do business w/them, Don't want msde just want $152.96 cr back to card.

  

  Business Response

  Date: 12/14/2023

  Thank you for contacting us regarding your billing.  We were able to find the authorizations for two attempted web orders.  After reviewing the transactions via our credit card processing company, we found that the orders were authorized, however they were not actually settled or charged.  The response came back as "cancelled".  Since the orders were not settled, they were not processed to our system.  This is why the agents were unable to locate the orders in the contact center.  With the transactions not being settled due to being cancelled, a refund is unable to be processed.  The two amounts on credit card statement were authorizations only.  We apologize for the frustration and unsure why the transactions were cancelled with our payment processor.  The screen shots from our payment processor is attached for your reference.

• Initial Complaint

  Date:11/29/2023

  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.

  The description of my problem and dates they occurred are described in the attached downloads of my email correspondence with Hickory Farms customer service. **************** is refusing to comply with the company's stated 100% satisfaction guarantee. I have requested a full refund.

  

  Business Response

  Date: 12/14/2023

  Thank you for reaching out to us and sincerely apologize for the poor customer experience.  A full refund was issued on 11/30/23.  Please let us know if there is anything additional we can assist with. 

  Customer Answer

  Date: 12/17/2023

   
  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,
  
  *************************