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Business Profile

Candy

Russell Stover Candy Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Candy.

Complaints

This profile includes complaints for Russell Stover Candy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Russell Stover Candy Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/04/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Bulk Order * *******
      They double billed be $665. 18 to my personal AMX credit card. We created the account under my corporation, *** *********, yet each person paid with their personal credit cards. Now they are saying they cant credit me back on AMX and they issued a check in *** ********* name, which I can NOT cash to resolve this issue. I am asking them to either CREDIT the AMX they double billed or issue a check in my name. They refuse to do either.

      Business Response

      Date: 12/27/2024

      The issue that the consumer described is roughly what occurred. At the moment the consumer complaint department is working with the finance department to attempt to find a solution. The issues is with how the finance department does things, and not with the consumer department. We are still working towards a solution; due to finance laws and issues, it is not as simple a fix as the consumer states.

      Customer Answer

      Date: 12/30/2024



      Complaint: ********



      I am rejecting this response because:
      Charges were paid with an American Express card in my name not the companies name that the account was open with. They should be able to refund to the same payeer which was me not the company. 

       



      Sincerely,



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

    • Initial Complaint

      Date:06/07/2024

      Type:Delivery Issues
      Status:
      Answered
      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 Russell stover and was advised it was shipped may 28 2024. However it was not shipped a label was created only.i then was advised the order shipped june 3 2024 and would be delivered by *** ** june 5 2024.i did not receive my package june 5 2024,or june 6 2024,each day i receive a tracking notice from *** ** thst my package is out for delivery.then around 5:30p.m. i receive a notice it can't be delivered.today june 7 2024 is a repeat of the last 2 days.i have emailed customer service at Russell stover with no response from them at all.i have demanded a full refund of my purchase.and no response is forthcoming.

      Business Response

      Date: 06/13/2024

      This consumer already received a refund from our company, even though the issue was with ***** and not our company, rather than complain to or complain about *****, she unfairly and unjustly attacked us. The refund was issued on 06/07/2024 at 13:37. There is no further action needed.

      Business Response

      Date: 06/13/2024

      Here is the email sent to the consumer stating that she was getting a refund.

    • Initial Complaint

      Date:03/28/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 purchased two packages of Russell Stover milk chocolate marshmallow ornaments from *********** Both packages were stale. I contacted Russell Stover Customer Service, who gave me specific instructions as to the information I should supply to them. I responded with the detailed information--never heard back. Filed another complaint with Customer Service--again, no response. I realize that this is only $15.00, but they guarantee their products, and, to me, it is the principle involved.

      Business Response

      Date: 04/10/2024

      My name is ******* ********* and I am with the Quality Department of Russell Stover. I handle all the BBB complaints for the company. I am unsure why the consumer service department did not return your emails, but I have escalated this and someone will be in contact with you very shortly to make amends for the situation. If you have not heard from them by the end of the week, please contact me directly at *****************************

      Customer Answer

      Date: 04/10/2024

       

      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:06/17/2023

      Type:Product Issues
      Status:
      Answered
      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.
      When I be into the caramel nut candy, it only had a small piece of a nut and I do mean one piece. The one piece of candy is the reason for this whole box being eaten please send me candy with the amount of nuts that you’re supposed to be in one piece of candy, not a piece of a nut, not even a whole net, not even one or Two nuts

      Business Response

      Date: 06/19/2023

      We have both a website (Contact Us | RSC (r***************** ) and a phone number ( 1************3 ) where consumers can contact us to leave complaints or feedback. This consumer did not reach out to us. If this consumer were to reach out to us, we would be happy to help solve their problem.

    • Initial Complaint

      Date:03/12/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 wait for Easter time to get the coconut eggs or anything with coconut I bought the Russell Stover egg coconut cream where's the coconut why do you call it coconut cream there's no coconut

      Business Response

      Date: 03/20/2023

      Russell Stover prides itself on making sure our consumers have the best experience they can. We have both a complaint website *****************************************) as well as a complaint hotline ****************, where we are happy to help consumers when they are not 100% satisfied with their purchase by offering many different solutions. We were never contacted by this consumer about this issue. If they would like to contact us, we would be happy to assist them.

    • Initial Complaint

      Date:03/10/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Product Quality guarantee. Contact Russell Stover in January for a stale candy...they tell me they are waiting for coupons to send for new product...i think the guarantee is BOGUS...

      Business Response

      Date: 03/21/2023

      We had coupons originally that arrived in late December for this year (we have new coupons each year). However, they were misprinted and did not work (would not redeem). We do have them on order, but due to all the supply chain issues that are affecting commerce right now, they are still a few weeks out. We have been letting everyone know this with the following letter: “Thank you for contacting us. Due to constraints from supply
      chain disruptions, we haven't received our gift certificate coupons for mailing
      yet. Please accept our apology for any inconvenience this may cause.
      We expect to receive them and ship them out in the next 4-6
      weeks. Our gift certificate coupons will have a December 2024 expiration date
      giving you plenty of time to use them.
      We appreciate your understanding. If you have any other
      questions, I’d be happy to answer them for you.”

      Customer Answer

      Date: 03/21/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 

      Complaint: ********

      I am rejecting this response because: Do not believe that they are honoring their guarantee

      Regards,

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

      Business Response

      Date: 03/22/2023

      The consumer did not provide any information as to why they are rejecting our attempt to reach out and add their birthday to the system. All they wrote was:
      There is nothing here I can respond to.

      Customer Answer

      Date: 03/22/2023

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered 

      Complaint: ********

      I am rejecting this response because:

      Regards,

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

    • Initial Complaint

      Date:02/15/2023

      Type:Product Issues
      Status:
      Answered
      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 purchased a box of Russell Stover Carmel milk chocolate candies on February 14th 2023 at ****** ******* in Port Huron, Michigan. Upc code on the box is ***** *****. I purchased this for my fiance, he loves these candies. First piece he pulled out was a sealed wrapper with nothing in it. How disappointing.

      Business Response

      Date: 02/17/2023

      We are very sorry that the consumer was unhappy with their purchase. We did not receive any information at our company about this; this consumer has never contacted us before. We have both a website where complaints can be entered ****************************************** and a direct complaint phone number **************** that the consumer could have used and we would have addressed the situation directly. If the consumer would like to contact us, we can solve their concern for them. 

    • Initial Complaint

      Date:02/15/2023

      Type:Product Issues
      Status:
      Answered
      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 box of chocolates 17 pieces 10 oz and I was missing the whole top row it really devastated me to see the whole world gone so I'm just really hurt

      Business Response

      Date: 02/15/2023

      We are very sorry that the consumer was
      unhappy with their purchase. We did not receive any information at our company about this; this consumer has contacted us once before in 2016, but did not contact us about this issue. We have both a website where complaints can be entered ****************************************** and a direct complaint phone number
      (**************) that the consumer could have used and we would have addressed
      the situation directly. If the consumer would like to contact us, we can solve
      their concern for them. 

    Russell Stover Candy Inc. is NOT a BBB Accredited Business.

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