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:05/13/2025

  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 paid for my product to arrive on may 10th and it is not arriving until MAY 13TH ! WELL AFTER mother's day and i ordered 2 weeks in advance !

  Business Response

  Date: 05/13/2025

  Thank you for your message, and we apologize for the delay in receiving your order.
  While we understand your frustration, we want to clarify that your order was shipped on time for delivery on May 10th. Unfortunately, the carrier experienced an unforeseen delay that caused the delivery to be pushed to May 13th. We completely understand the disappointment this caused, especially for such an important occasion.
  It doesnt appear that you reached out to us previously to try to resolve the situation. Had you done so, we would have been more than happy to assist you, including offering a refund due to the perishable nature of your gift and the extended delay with UPS.
  In light of the situation, we are processing a full refund for your order. We hope this resolves your concern, and we genuinely regret that this unfortunate delay impacted your experience. Going forward, please dont hesitate to contact us directly if you need assistance,  we are always here to help.

• Initial Complaint

  Date:05/01/2025

  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 have a gift certificate for this company and when I try to buy a product, they won't let me use a discount code that was applied AND the gift certificate because they say that I can't use two promotions. A gift certificate is not a discount or promotion, it is basically money that someone gave this company.I understand not being able to stack 2 discount codes, but to not be able to use a gift certificate (which is money and doesn't give a discount) on an order is unacceptable. At this point, I want to be reimbursed for the $25.00 gift certificate.

  Business Response

  Date: 05/01/2025

  Thank you for reaching out via the BBB.
  Weve reviewed our records, but unfortunately, we are unable to find any customer history under your name, nor do we have any record of directly selling or issuing the gift certificate you mentioned.
  Could you please provide us with the code you receivedeither by sharing the exact text or, ideally, a photo of the certificate? This will help us verify the details and ensure that we understand the terms associated with it.
  Once we have that information, well be happy to look into it further and follow up with you promptly.
  

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23268683
  
  I do not accept the business's response as a resolution to my complaint because I have attached the copy of the gift certificate.
  Sincerely,
  
  **** *******

  Business Response

  Date: 05/13/2025

  Hello, And thank you again for following up and for providing the gift certificate information.
  After thoroughly reviewing the matter, weve confirmed the following:
  1. The certificate in question was donated by our company to a charitable organization for fundraising purposes.
  2. It was not purchased by you or any third party through our store or any official retail channel.
  3. The certificate explicitly states it cannot be combined with any other offers."
  We understand and respect your viewpoint, but we must clarify that this certificate is considered a promotional donation and is subject to the terms printed on it. Because the certificate was not sold to you by us, we are unable to offer a refund or reimbursement. However, it remains fully valid for use in accordance with the stated terms.
  
  If you need any help using the certificate under the applicable terms, we are happy to assist.

• Initial Complaint

  Date:04/21/2025

  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.

  Ordered two items. Delayed shipment. Paid additional money to ship the items. Only shipped one. Was told the second item would come later in the day. The item never arrived. Holiday time sensitive.

  Business Response

  Date: 04/28/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau and for giving us the opportunity to respond.
  Were sorry for the delay you experienced with your shipment. Unfortunately, this occurred during a peak shipping period, and the delay was on the carriers end. While this was outside our direct control, we understand how frustrating these delays can beespecially around a holiday.
  After you reached out to us directly, we reviewed the situation thoroughly. As a gesture of goodwill, we issued a full refund for the delayed item, even though it fell outside the scope of our standard return policy.
  The refund was completed on April 24, 2025, which was the third business day following our communication on April 21within the timeframe we quoted. Please see the attached refund receipt dated April 24 for your records.
  We appreciate your patience and hope to provide you with a smoother experience in the future.

• Initial Complaint

  Date:02/18/2025

  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 ordered from gourmetgiftbaskets.com on 02/08. Their website order form allows you to specify the delivery date and even asks for information about the type of building. I was concerned about the date/time of delivery ************ DAY!) and spoke extensively with customer service about getting the delivery right. They guaranteed the date and stated that their shipper organizes deliveries so that building type os taken into account. I got a ship notice 02/10. This morning (02/14), I checked tracking and see that my package is still in ******** and now estimated to be delivered 02/17. The building isn't even open 02/17 and that's completely beside the point (THE POINT OF A *********** DAY THEMED GIFT AND GUARANTEED ARRIVAL IS THAT IT ARRIVES AT THE APPROPRIATE TIME). All Gourmet Gift Baskets could tell me was that **** did not indicate a reason for the delay" (and there are no natural disasters in the area, sorry). They offered a coupon. They offered to refund shipping. Literally nothing can make up for their lack of follow-through on their own guarantee but they ought to be trying much harder than these lame offers. The CS agent clearly doesn't speak English, keeps asking me the same questions over and over again (doesn't listen/retain information) and is obviously reading from a script. I'm literally typing this as I'm waiting for him to decide what his next statement/move is on the script while he breathes silently into the phone. I work too hard for my money to waste it on this and I can't believe I trusted these bozos with an important gift.

  Business Response

  Date: 02/19/2025

  Thank you for sharing your feedback. We understand your frustration, especially with the timing of such an important gift, and we sincerely apologize for the delay.
  
  We want to clarify that, our guarantee means that we guarantee to ship your order on time using the method you selected, which we did in this case. However, once a package is in UPSs possession, we unfortunately have no control over any delays they may experience. We understand that it can feel like we should have guaranteed a perfect outcome, but even with our best efforts, delays from shipping carriers like *** are outside our control, and we cannot predict or prevent them.
  
  The agent who assisted you did go above and beyond our store policies by issuing a full refund for your order, which we hope helps make up for the inconvenience. This refund has been processed and you should see that refund back on your card/account within a few business days.
  
  We truly appreciate your understanding, and were sorry for any communication issues you experienced with our team. If theres anything else we can assist with, please dont hesitate to reach out.

• Initial Complaint

  Date:01/06/2025

  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.

  On 12/12/2024 I placed an order for a gift basket. They charged me $24.95 for overnight shipping, added another $24.95 for holiday shipping surcharge plus another $4 to insure that everything will be in order as an insurance. The order was supposed to be delivered on Tuesday 12/17/2024 but was not delivered until Wednesday 12/18/2024. The whole idea of paying all these shipping charges was for the basket to arrive timely as this was a time sensitive order. My efforts to contact the business's customer service was futile and after finally leaving a voicemail on the customer service line, no one contacted me. They charged for a timely shipping that was not delivered on time and were not responsive to me contacting them.

  Business Response

  Date: 01/08/2025

  Thank you for sharing your feedback via the BBB, and we sincerely apologize for the delay in your delivery. We completely understand your frustration, especially with a time-sensitive gift.
  
  We want to clarify that the delay with your shipment was caused by an issue with a late *** flight, which was unfortunately beyond our control. Even with the high cost of overnight air shipping, external factors like flight delays sometimes disrupt even the best efforts for timely delivery.We regret that your order was affected by ***s flight issue and appreciate your understanding.
  
  Due to the high volume of shipments in December, we are unable to guarantee any delivery dates, even for overnight shipments. Our shipping policy further advises that circumstances beyond our control, like a delayed *** plane, void our delivery guarantee.  However, in recognition of the situation and the importance of your gift, an agent immediately set up a case for the shipping refund that you requested upon receiving your voicemail. The full refund was processed on January 3, 2025, and a receipt for this refund is attached. We regret that the agent did not follow up with a phone call, and we appreciate your patience.
  
  Regarding the optional insurance you purchased, it covers damage, loss, or theft during transit, not delays caused by issues like the *** flight disruption. If you believe your gift was damaged or lost, please let us know,and we will initiate the claims process.
  
  We apologize once again for any inconvenience caused and truly appreciate your understanding. Please don't hesitate to reach out if you need any further assistance.

• Initial Complaint

  Date:09/04/2024

  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 had ordered a product from this company a second time and both times on a birthday they did not deliver on time and I emailed and called over 4 times for 2 days prior to delivery. They ruined a disabled mans birthday and the gift did not arrive on time They tried to offer 20% off next order so it can happen the 3rd time? No they are no response and unprofessional and could care less . I am asking for a full refund. They refuse to give me CEOs name, return a call or give supervisor name to escalate the issue. I spent $130.00 not fif it to arrive a day late and past the birthday . They intentionally did not respond before the delivery when I tried to cancel as it did not have good tracking info but they failed to call back or email back until after the delivery .This is an ongoing problem with this company . This is the 2nd time this occurred and they failed to resolute last time too. A special occasion is no longer special when the gift does not arrive on time . They make excuses for *** then they should use a different form of delivery since its habitual

  Business Response

  Date: 09/16/2024

  Hello April,
  
  Thank you for your feedback and for bringing this to our attention. We are sorry for the delay in your delivery. Carrier delays can sometimes occur, and unfortunately, they are outside of our control.
  
  We do see that you called in a few times prior to delivery, but hung up before reaching an agent or requesting a callback to speak directly to member of our customer support team. For time-sensitive matters like cancellation requests, its always best to ensure you connect directly with an agent who can address your concerns promptly.
  
  Our records indicate that an agent did go above and beyond our returns policy to provide the full refund you requested on 9/4/24, and were glad we could resolve this for you.
  
  If theres anything more we can assist you with or if you have further questions, please feel free to reach out. We appreciate your understanding and patience.
  
  The Team at GourmetGiftBaskets.com

• Initial Complaint

  Date:05/14/2024

  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.

  Placed an order on May 8, 2024. Was told i would receive delivery of 2 dozen chocolate covered strawberries by 5/11 (Day before Mother's Day). Delivery wasn't until Monday afternoon. Opened packages and both were totally inedible. Chocolate either broke off strawberries or melted. Strawberries were either soggy or rotten and the whole package smelled terrible. I tried calling your customer service line but was cut off at 5'oclock instead of the 6pm time your website states. EST. Left a message requesting a refund and tried calling again. No Joy. refund my order and anyone else thinking about buying from this company, don't. Their customer service is non existent via email and phone (I sent an email this morning and haven't gotten a response all day). I want a full refund and an apology to my wife for ruining her mothers day. totally unacceptable from a "reputable" business.

  Business Response

  Date: 05/22/2024

  Hello ******,
  Thank you for reaching out via the BBB. We are sorry to hear that you had a poor experience with your Mothers Day gift and appreciate the photos that you attached.  We understand and share in your frustration with the condition of your chocolate covered strawberries. Please know that your order did ship on time for delivery before the holiday, but the shipment experienced an unforeseen transit delay the morning of the 10th per the tracking information shared with us by the delivery company.
  In reviewing your case, we see that a representative returned your call on May 13th and initiated a full order refund as requested.   That refund was processed as of May 14th and a notice of the full refund was sent to you via email.This should have posted back to your original form of payment by now, but please do reach out to us again if you require further assistance with your refund.  
  Thank you again for sharing your experience with us.

• Initial Complaint

  Date:03/28/2024

  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 ordered a same day delivery gift basket on 3/24/24. The basket was for a friend who had a death in the family and was supposed to arrive by 3/25/24. On the afternoon of 3/25/24 (around 3pm) I check the status of the shipment and it still says preparing for shipment. Not a problem a day late is fine, however I check back 3/26, and 3/27 and the status remains preparing for shipment. I received an email on 3/26 stating my order had been shipped but no progress has been made per their tracker online. I tried calling 4x without being able to reach anyone. At this point I just want the money back, and never want to do business with this company again. Buyers beware, they arent pertinent, timely, and will take your money and refuse to come to the phone.

  Business Response

  Date: 04/09/2024

  Hello ***,
  Thank you for reaching out via the BBB. We are sorry to hear that your gifting experience was unsatisfactory.
  I had a look at your order, and see that we received a delivery confirmation from our delivery partner, indicating that you order was delivered on 03/25/2024 at  03:45 PM.
  Our order tracking tool is intended for use with packages that ship, as the majority of our gifts transit with major shipping carriers like ********** and ****** The product you ordered is a hand-delivery item, which unfortunately means that it cannot be tracked properly in our order tracking tool. We do apologize for the confusion.
  I also see that you have been in touch with our **************** team about tracking this order, and they gave you some of the above information via phone on March 28th and also reached out to your gift recipient to confirm delivery.
  Please do not hesitate to reach out again should you require further assistance,we are happy to help.
  The Team at GourmetGiftBaskets.com
  
  

• Initial Complaint

  Date:02/13/2024

  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 placed an order for the "Taste of Christmas" gift basket ($50.74) on December 17th, intending for it to be delivered by December 23rd. However, upon receiving feedback from my father-in-law the day after Christmas, it was evident that the majority of the snacks were stale. Generally, vacuum-sealed food has a shelf life of 1-2 months, but it depends on factors such as storage conditions.It's disheartening that the company, despite anticipating a holiday rush, didn't ensure the freshness of the products in the baskets. I contacted **************** on December 26th, reporting the issue through the site and leaving a review. Strangely, they claimed not to have received the email, and my review, except for the 5-star ratings, mysteriously disappeared.On January 18th, I received an email from a Personal Gift Concierge named *****************************, expressing gratitude for my order (singular, though I placed 3 orders). I shared my bad experience with her, but after a week passed without a response, I followed up. She claimed not to have seen my reply initially and offered a replacement, which I declined, requesting a refund instead. She issued the refund, promising it would take 5-7 business days.Despite being told on January 25th that the refund was being processed within the specified timeframe, I had not received it by February 3rd. ******* assured me on February 5th that it was still processing, asking for a few more days. As of February 12th, I have yet to receive the refund, prompting me to initiate a dispute with my bank, given their 90-day window.Considering my negative experience and feedback from others in different states, I advise potential customers to check reviews outside the company's site before placing orders. My recommendation is to avoid ordering from them altogether. In the future, I plan to create my own gift baskets from vendors with known fresh products, citing Home Goods as a reliable option, where snacks even come with expiration dates.

  Business Response

  Date: 03/08/2024

  Hello,
  Thank you for reaching out via the BBB. We are so sorry to hear that your gift did not meet your expectations, and that there were some difficulties in getting your refund request resolved. The refund that you discussed with ******* was entered into the system on Jan 25.. We are investigating why it was not processed within the appropriate timeframe, and apologize for the delay.  We do appreciate your feedback regarding your experience and are happy to confirm your full order refund was processed. 
  if we can help with anything further, please feel free to reach out to our service team directly at **************************************
  

  Customer Answer

  Date: 03/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ******* stopped communicating with me period. At no time did she look into the issue with the refund not being processed. She just stopped communicating. That just added to the experience. I did receive the refund late last week. I will agree that this resolution is satisfactory. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/27/2023

  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 ordered a gift basket for my agent from here. An HOUR later, I got an alert saying my basket had been delivered. Hmmm, really? 4 days later, the recipient told me she NEVER received it. The company offered me a signature name that does not exist and they don’t answer their phone or provide a live chat, customer service line or email address. If you try to contact them, you can only leave a voice mail. I’m concerned now that this scam business (who is not listed on google) has my CC #

  Business Response

  Date: 01/03/2024

  Hello * ******,
  Thank you for reaching out via the BBB. Your order was placed on 12/12, shipped on 12/12, and delivered 12/13.
  ***** did provide us with delivery confirmation as well as the signature of the party who received your shipment. We are sorry to hear that your gift was not properly handled after ***** completed delivery.
  We can see that you were able to speak to a member of our service team on December 22nd regarding the delivery issue with your order, and that a refund of $61.66 has been processed for the missing package.
  If there is anything else that we can assist with, please do not hesitate to contact us again.
  
  

  Business Response

  Date: 01/03/2024

  Hello * ******,
  Thank you for reaching out via the BBB. Your order was placed on 12/12, shipped on 12/12, and delivered 12/13.
  ***** did provide us with delivery confirmation as well as the signature of the party who received your shipment. We are sorry to hear that your gift was not properly handled after ***** completed delivery.
  We can see that you were able to speak to a member of our service team on December 22nd regarding the delivery issue with your order, and that a refund of $61.66 has been processed for the missing package.
  If there is anything else that we can assist with, please do not hesitate to contact us again.