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:11/13/2023

  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.

  To start off I received the totally wrong order that was subpost be a gift. Then the wrong order arrived late and once again the wrong order. After finding out the order was wrong I then contacted customer support which was zero help. The person was very hard to understand due to there thick ***** accent. All they told me was they were moving my complaint up the chain and I should receive a call in 24 hours. Well 2 weeks later I am still waiting. I have also contacted the via email and another phone call but still nothing. Hickory Farms better get there heads out of there butts and get an American customer support system before they loss all of there customers.

  

  Business Response

  Date: 11/30/2023

  Thank you for reaching out to us and giving us another chance to make this situation right.  We have been in contact with customer and have processed a replacement order per their request.  

• Initial Complaint

  Date:06/15/2023

  Type:Order 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.

  This company is threatening and harassing me and refuses to stop! I have opted out of their emails and contact for weeks straight daily. They keep bombarding me with this sick af pride, gender denying indoctrination of trash daily. Thats a direct attack on moral people and Christians. Gender denying freaks have nothing to do with meat and cheeses. This is a fraud company that is about indoctrinating and not retail sales. I WANT THIS HARASSMENT AND CONSTANT SICK CORRESPONDENCE TO STOP NOW!

  

  Business Response

  Date: 06/28/2023

  We apologize that you have continued to receive emails after requesting to be removed from our mailing list.  We have escalated your request and can confirm that your email address has been removed at this time and you should not receive any additional emails going forward.

• Initial Complaint

  Date:03/18/2023

  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 received a cookie tin as a gift but when I opened them the cookies were very hard yet the date was still good. Im not sure about the cost but it was in the $10.00 to $15.00 price range. This was very disappointing. Could I please be compensated for this product, I still have the tin as well as the bag of cookies inside. The product was Gourmet select holiday cookie tin 2459851-A bst by05/09/2023. UPC ************. Thank you.

  

  Business Response

  Date: 04/19/2023

  This was an oversite.  We have contacted the customer and will be issuing a refund check in the amount of $12.00.
   
  Thanks
  *******

• Initial Complaint

  Date:01/03/2023

  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.

  Order W00939184 placed 11/26/22 for ****** for delivery by Christmas. Part of order included "Gluten Free Cheese and Sausage Lovers Gift Box" for my Celiac juvenile daughter. When the order was received it was discovered they had sent the incorrect box, instead sending the "Game Day Entertaining Gift Box" that contained 3 gluten containing items (Ale Mustard, wheat crackers and a popcorn with modified food starch on it). Fortunately I caught this before HF managed to poison my daughter causing her harm. I reached out to HF on 12/21/22 via email and their website and, after a few back and forths, was advised by rep ******* to select a replacement of equal or greater value as that package was no longer available. I sorted on gluten free and selected the next available item at a cost $5 more than the original. The next response was from a different **** ******* advising the replacement could not be more than what was originally ordered. I responded with ******** note and the next **** ******** initially that they would send the new package then later was advised it was not possible due to the $5 difference. Upon replying again the next **** ***** advised that there were 4 other gift boxes with the exact same items (though not listed under their gf filter) and which one did i want. At this point 24 hours and multiple back and forths had occurred so I advised HF that it was their turn to pick whichever one they wanted to send if they were all the same and to ensure it was here by New Years Eve since the Christmas Eve date was no longer achievable. To date no replacement has been received and no additional communication has been received. At this point I am requesting a refund for the full order of $****** and for my information to be removed from all HF contact lists. Full email exchange enclosed. Any communication regarding this matter from HF needs to be via email, do not call me.

  

  Business Response

  Date: 01/06/2023

  Dear *****************

  Please accept our sincere apology for the incorrect item being sent to your daughter and for the poor service you received when contacting customer service.  It is unacceptable to hear about your experience and we are looking into the matter.  In the meantime, we have issued a credit for half your total order in the amount of $128.57.  This credit should appear on your credit card within 48 business hours.  

  Thank you for bringing this to our attention.

  Sincerely,

  *******

   

   

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18674877
  
  I am rejecting this response because:

  I asked for a full refund and to be removed from all their mailing lists.  They offer half after this cacophony of errors, the attempt to poison my child and the time I had to spend fruitlessly trying to get this resolved.   I will accept nothing less than what was requested just like they couldn't rectify their error over a $5 difference.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/27/2023

  Again, we apologize for any inconvenience this matter has caused you.  We have issued the remaining refund amount of $128.56.  This brings your total refund to $257.13, which is a full refund as requested.  

  Customer Answer

  Date: 01/30/2023

   
  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. It is disgusting that it took this much of my time to resolve this issue and I do not plan on doing business with this company ever again.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/29/2022

  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.

  Date Ordered: December 15, 2022 Order Number: W01142741 Ordered online from my residence in ********, ****** 97062.Paid for by me, in ******, from my ****** bank account.I am a long term, ALL my LIFE, resident of ******!I am an ****** Taxpayer.****** does NOT have a SALES TAX!Hickory Farms charged me a SALES TAX of $5.25 on this FREE SHIPPING order.I ordered and I paid for two items. Each item was to be sent to a different address (personal Christmas Gifts). One of my purchased items was to be shipped to *******. On this one of my purchases Hickory Farms charged me SALES TAX!I have emailed Hickory Farms more than 3 times. Their response remains the same; we have a presence (a store) there (in *******) so we can charge SALES TAX. Where are they going to send this collected SALES TAX on money taken from an online resident buyer in ******?(There was no SALES TAX charged to the other purchased Christmas Gift). I continue to seek a $5.25 refund.

  

  Business Response

  Date: 01/02/2023

  We are sorry to hear that you had a poor experience with us.  Sales tax is calculated based on the state that the items are shipping to not the purchasers state.  We have a business presence in ******* and therefore are required by law to collect sales tax on items delivered there.  ******* has a sales tax for gifts that include non-food items, such as baskets.  The gift that you sent was a basket therefore you were charged the sales tax.  As an apology for the confusion and inconvenience we have issued credit in the amount of $5.25.  This credit should appear on your credit card within 48 business hours.

  
  Sincerely,
  *******

  
  

• Initial Complaint

  Date:12/21/2022

  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.

  I was given a gift basket valued at just under $100 by my Mother In Law. The packaging must have gotten hot at some point, because the chocolate was all melted and the meat and cheese had spoiled. They refused to issue a refund because I threw it away and didn't take a photo first. I requsted a gift card so we could buy a replacement. I don't want the same thing again because the smell and images made it unappetizing.

  

  Business Response

  Date: 12/28/2022

  We apologize for the poor quality of your gift and for the unacceptable service provided by our call center.  We have issued a replacement order that is scheduled to arrive to you on December 30th.  Your order shipped via ***** and the tracking number is 392728957704.  Thank you for bringing this to our attention and hope you enjoy your replacement.

  Sincerely,

  Hickory Farms

• Initial Complaint

  Date:12/12/2022

  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.

  Placed order on Saturday 12/10/2022. Pending on my credit card. They have no record of my order. Unable to talk to live person. Recording only. This is a Christmas gift. Why is this on my credit card when they have no record of my order.

  

  Business Response

  Date: 12/27/2022

  We apologize for the trouble that you experienced when checking the status of your order.  Order number W01046085 shipped on 12/10/22 and delivered on 12/14/22.  The tracking number is 391971360048 and shipped via Fedex.  Please let us know if there is anything additional that we can assist with.

• Initial Complaint

  Date:12/05/2022

  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.

  On 11/28/22, I order seven gift packages to be delivered. Hickory Farms website gave me the option to add multiple address, so I added the addresses. I reviewed the list of addresses, and they were all showing in the system before I paid. Why their website did not pickup ALL the addresses is clueless to me. They sent six gift packages to one customer. ******************** says, "Because they sent a confirmation which show the addresses, they cannot pick up the packages; But they can send the packages to the correct parties, but they would charge me at full cost." This is horrible that this organization was not willing to make things right basically saying, "It's my fault because I should have looked at the confirmation, when it was sent and called at that time before the items were shipped." So, it took me a few days to review their confirmation in my emails would have made a difference probably not. Just simply disappointed with the customer service department; and, when ask to speak with someone higher in management the supervisor ID #****** says he was it there is no one higher to speak with regarding the issue. In addition to this, I received to automatic emails apologizing but cannot resolve the issue. Our organization will never use their services again.

  Customer Answer

  Date: 01/10/2023

   
  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:12/04/2022

  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 Hickory Farms gift basket in late October. It was sealed and visually you could see it contained beef sticks, cheese, crackers, trail mix, mustards and drinks. We are familiar with Hickory Farms and usually purchase similar products during the holiday's as gift for others.When I open the items in this basket something seemed different and once I cut into the beef log I realized it was mushy. I then look at the other items and found them all to be expired.I contacted Hickory Farms through their 800 number immediately and was told to send in photos. Once I completed everything they asked off me I was told I would be contacted by phone or email. I waited. Called again a week later and went through the whole ordeal again. I was told someone would get back to me. I waited. One week later I called again, not so happy to have to go over everything for a third time. As before I was told someone would get back to me, they did not. After five weeks I received a call and since I don't have proof of purchase Hickory Farms doesn't feel it's their responsibility to correct this expired basket (per *************** service supervisor).I am so disappointed in how Hickory Farms handled this issue. I can only imagine how someone that we may have given a Hickory Farms gift basket too may feel about us if they had to experience what I just went through these past 5 weeks.

  

  Business Response

  Date: 12/28/2022

  We apologize for the poor quality items received and the unacceptable service provided by our call center.  We have processed a replacement gift that is scheduled to arrive to you on January 2nd.  Your order shipped via ***** and your tracking number is 392752046085.  We hope you enjoy your replacement and thank you for bringing this to our attention.

  Sincerely,

  Hickory Farms

  Customer Answer

  Date: 12/29/2022

   
  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.

  Thank you for your assistance is getting this settled. I am disappointed that Hickory Farms forced me to include you in order to resolve their error.
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:11/04/2022

  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.

  I have attempted to have myself permanently removed from this company's mailing list every year for at least the past three years. Each previous year I have been told they will do so (so far this year they cannot be bothered to respond at all), and the following year as the holidays approach, they continue to send me their catalogues. I have attempted to contact them over this issue again, and I have also sent a data deletion request under the ***** but they have been unresponsive. I demand all of my information, including my address, be deleted from their records and they permanently remove me from their mailing list. At this point, their mailings serve no purpose other than to remind me never to order from them again.

  Customer Answer

  Date: 12/05/2022

   
  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,
  
  *********************