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:10/23/2024

  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.

  Sept.6, 2024 & October 7, 2024. These 2 orders were supposed to be delivered to a talent agency in *********** for a celebrity. I was told untruthfully that the 2 gift baskets were delivered successfully. On Monday, October 21, 2024 I received a call from a **** for ************************** named ****. She called from ************ and she told me that my recent gift and the one in September 2024 was definitely not delivered. I had received emails both times stated the deliveries were complete. This company clearly doesn't not understand that No one can get phone numbers for a talent agency as they are secretive about that information. I had made it crystal clear that such information is unobtainable. They promised that they would deliver. Not True. I Want a Refund. I Do Not Appreciate Liars! Sincerely, *** **********.

  

  Business Response

  Date: 10/31/2024

  Dear ****,
  
  Thank you for your time.
  
  We have processed two orders for you: one was successfully delivered in September, and personally handled by a senior member of our local team in ************
  
  For the recent October order, as explained previously, a different agent was assigned, and delivery was handled by the third-party courier ************. Unfortunately, this delivery attempt failed for reasons unknown to us. We attempted to get in touch with you to obtain contact information for the talent agency to confirm their availability or any change of address. However, without flexibility on your side and no contact details provided, we were limited in our ability to follow up effectively. For your reference, here is the tracking information:
  *******************************************************************
  
  Please note that you accepted non-phone delivery conditions on both orders. Our initial email stated the following:
  
  "While we can deliver without a phone number in some locations, please be aware that there are inherent risks. Delivery success is not guaranteed, and issues such as missed deliveries or lost packages may occur without the recipients contact information. If you decide to proceed without a reachable phone number, please confirm in writing that you accept responsibility for the full order amount, even if the address is incorrect or the gift isnt received due to theft or other factors beyond our control. After receiving your confirmation, we will contact the local representative to ensure that delivery without a phone number can be arranged and proceed if it is feasible."
  
  Despite our proactive attempts to resolve this matter, we understood, but not share, your firm position in requesting full compensation. We were saddened by this outcome, as the service was successfully provided for the first order and was in the process of being fulfilled for the second.
  As a goodwill gesture, we did process a full refund on October 23rd on both orders. This was an exception, considering the risks outlined with non-phone deliveries, which you acknowledged.
  
  While we will absorb the related expenses, our goal remains to ensure our customers satisfaction.
  
  Thank you once again, and we wish you all the best.

  Customer Answer

  Date: 11/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *** **********

• Initial Complaint

  Date:02/14/2024

  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 was exorbitantly overcharged for what I thought was a premium box, when ALL of its contents were extremely subpar.I was charged $93 aud for PREMIUM chocolates of which Ive attached an image of what was expected to be received. Instead, my partner received a $15 aud box of subpar Guylian chocolates.Everything was extremely cheap and nasty for the nearly $417 price tag

  

  Business Response

  Date: 02/24/2024

  Dear ******,
  
  We are truly saddened to hear that your recent experience did not meet your expectations. Upon receiving your feedback via email, our team acted promptly, responding within the next 4 hours to offer various options aimed at ensuring your satisfaction. This swift response underscores our commitment to addressing your concerns as quickly as possible.
  
  On the other hand,  we provided you with detailed insight into the delivery process to reassure you that everything was dispatched in accordance with the items selected and in alignment with our policy. You can find further information regarding our delivery policy on our website: ************************************************************************
  
  Despite our sincere efforts to reach out to you and resolve the issue, we regret to inform you that we did not receive any response from your end despite multiple attempts.
  
  As per your order details, the total payment amounted to ****** USD, with the following items selected:
  
  -Premium ************************************************************* VS Cognac
  -Gift Box
  -Upgrade wrapping
  
  We understand that you may have had different expectations regarding the chocolates delivered to your recipient. However, please note that the selection is based on local availability and quality, as mentioned on our website. While certain brands may be considered local in some countries, when exported, they are often elevated to gourmet standards in other regions. 
  
  That said, in our email to you, we fully acknowledged your concerns and disappointment and we either way presented the option to issue a partial refund of 59 USD for the chocolates, the total amount paid for this item, or to explore alternative brands of your preference. Based on the information provided in this file, we believe a refund would be your preferred choice, and we are prepared to proceed accordingly. However, if there are any other details you would like us to consider before proceeding, please do not hesitate to let us know, and we will take them into careful consideration before initiating the refund process.
  
  Your satisfaction is important to us; we sincerely appreciate your understanding and cooperation in this regard.
  
  Warm regards,