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Business Profile

Food and Beverage Services

The Hershey Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Food and Beverage Services.

Complaints

This profile includes complaints for The Hershey Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Hershey Company has 2 locations, listed below.

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    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 11 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:12/17/2023

      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.
      Ordered a custom 5 lb Hershey bar , which didn’t come custom! My dad is a World War II veteran and was so excited to give this gift ! I tried many calls , emails, to the Hershey company with no help! Just keep transferring me to someone else! Would be nice to actually talk to someone who cared about helping! Customer service is the WORST!!!

      Business Response

      Date: 12/29/2023

      Dear *****:

      Thank you for contacting us back at The Hershey Company. We are sorry to learn you were disappointed with our response. 

      While we apologize for the confusion, we do not offer personalized wrappers on HERSHEY'S Milk Chocolate Bars in the 5lb size.  We do offer personalization of select products at Hershey's Sweet Personalization website at *************************************************;

      We are offering a refund for the HERSHEY'S Milk Chocolate Bar 5lb size.  

      Once again, we apologize that your previous purchase and our response did not meet your expectations.  We hope your next experience with our products is as good as always.

      Thanks again, *****, for taking the time to reach out to us.

      Sincerely,

      ****
      Consumer Representative
      The Hershey Company

      Case#: ********

    • Initial Complaint

      Date:12/01/2023

      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.
      Hershey Puerto Rico ******** Page Advertise That There Will Be A Promo Giveaway Which Is A Christmas Ornament When You Buy Two Hersheys Products On Store Which Is ***** ******* ************** Dec 1 2023 From 3pm to 7pm When I came to the store there's no Hersheys Promo I call ***** ******* Offices and Spoke With ****** Regarding This Promotion I do want my Hersheys ornament

      Business Response

      Date: 12/29/2023

      Dear ******:

      Thank you for contacting The Hershey Company.

      We are sorry to learn you did not receive the ornament at the location where you purchased your HERSHEY Holiday candy. While we are unaware of the circumstances that led to the omission of the giveaway, we would like to offer check reimbursement for the products you purchased for this promotion.  

      Once again, we apologize for the problem you experienced. You will receive reimbursement by postal mail within two weeks. We appreciate your loyalty as our customer.

      Sincerely,

      ****
      Consumer Representative
      The Hershey Company

      Case#: ********

      Customer Answer

      Date: 12/29/2023

      [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 Answered]

       Complaint: ********

      I am rejecting this response because: I AM A HERSHEY BRAND COLLECTOR AND I DO WANT THIS HERSHEY ORNAMENT FOR MY COLLECTION ALSO I WAS SO MAD THAT I THROW AWAY MY CASH REGISTER RECEIPT BECAUSE I DIDNT RECEIVE A RESPONSE BEFORE IT TOOK SO LONG FROM HERSHEYS HEADQUARTERS 
      THANK YOU 

      Regards,

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

    • Initial Complaint

      Date:09/13/2023

      Type:Service or Repair 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.
      Bought four 19.8 oz bags of snack size milk chocolate. Most of the little bars were double wrapped which caused them to be unsealed. I can't hand these out to trick or treaters.

      Business Response

      Date: 09/14/2023

      Dear ******:

      Thank you for contacting us about HERSHEY'S Milk Chocolate Bar. We are sorry to learn of your disappointment and appreciate you bringing this to our attention.

      A great deal of care is used in our manufacturing and packaging processes to ensure our consumers receive quality products. Occasionally, a problem like you described can occur due to the high-speed automation used in packaging our products. We have reported the information you provided to our Quality Assurance Team.

      Since product quality is our top priority, please provide the following information so that we can complete our report:
      UPC barcode numbers
      Manufacturing code stamped on the package (which is a series of numbers and letters)
      Name and location of the store where you purchased the product, along with purchase date

      Please reply to this email or call us toll-free at ************** weekdays from 9 AM to 9 PM ET, using Case Number ******** to provide the above information.

      We apologize for the problem you experienced with our product. You will receive coupons for your next purchase within two weeks.

      Thank you again, ******, for taking the time to write to us. Your valuable comments have been forwarded to the appropriate departments.

      Sincerely,

      ****
      Consumer Representative
      The Hershey Company
      Case#: ********

    • Initial Complaint

      Date:08/14/2023

      Type:Service or Repair 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.
      Purchased ******* Miniature Cups yesterday, 8/14/23 from ******** Size 35.6  oz. BB 04 2023 ********  ***********.Something is very wrong with these candies. Chocolate is dry, kind of gummy, as if there is some new, weird formulation for the chocolate. Actually kind of looks, feels and tastes like a fake chocolate. Every piece has the chocolate sticking to the paper and pulling away from the peanut butter center. I think this is particularly odd since it is summer, and one would think the chocolate would be soft - but instead it is gummy. The last time I purchased this product the chocolate was incredibly fresh, correct color, and easily pulled away from the paper cup. Something is very wrong with the product.

      Business Response

      Date: 08/18/2023

      Dear *******:

      Thank you for contacting us about ******* Peanut Butter Cup Candy. We are sorry to learn of your disappointment and appreciate you bringing this to our attention.

      We apologize for the problem you experienced with our product and have shared your feedback with our Quality Assurance Team. Coupon reimbursement is being sent by postal mail; please allow two weeks for delivery.

      A great deal of care is used during manufacturing and distribution to make sure our consumers receive quality products. When stored under proper conditions, our products will retain their freshness for many months. Printed instructions on the shipping cases inform all distributors of the proper handling and storage procedures for our products. To ensure that our consumers are purchasing quality products, we place a BB (Best By) date on all our packaging. This information also assists retailers with stock rotation.

      Thank you again, *******, for taking the time to write to us. Your valuable comments have been forwarded to the appropriate departments.

      Sincerely,

      ****
      Consumer Representative
      The Hershey Company

      Case#: ********

      Customer Answer

      Date: 08/18/2023

      [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

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

    • Initial Complaint

      Date:05/31/2023

      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.
      5/11/2023 is the transaction date, and 5/17/2023 is the delivery date. I paid $39.99 for '****'s Extra Dark Salted Caramel Chocolate Bar, 2.8 oz, 12-Pack.' Consumption of this product makes me feel nauseous, accompanied by headaches. My family members who consumed it also felt ill. Previously, my family and I never had a problem with dark chocolate. Upon investigation, it has been reported that Hershey's/****** chocolate contains high levels of lead and cadmium, which could explain the symptoms mentioned above. One of the many available sources online supporting this information can be found at: [**************************************************************************************************]. According to the report, ****'s Extra Dark Chocolate contains 144% lead and 42% cadmium.I kindly request a refund or a replacement with the non-extra dark version of the product I ordered, specifically the '****** Salted Caramel  Milk Chocolate Style Bar, 2.8 oz, 12-Pack.' This alternative poses a lower risk of high levels of lead and cadmium.

      Business Response

      Date: 05/31/2023


      Dear *****:

      Thank you for contacting us back at The Hershey Company.  We are sorry to learn you were disappointed with our response. 

      We apologize for the problem you experienced with our product.  You will receive reimbursement by postal mail in two weeks.    

      Thanks again, *****, for taking the time to write and for expressing your concerns.  We always value the feedback we receive from our consumers.

      Sincerely,

      ****
      Consumer Response Representative
      The Hershey Company

      Case#: ********

    • Initial Complaint

      Date:04/02/2023

      Type:Service or Repair 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.
      Hello, I purchased 2 bags of Heath Minature bars, share size bag 8oz. on 4/1/2023, the lot # is ********** under that it says 05:14 BB 03 2024. I got home last night and ate some during a movie, I then feel like I am chewing on glass and run to the bathroom and spit out what looks and feels like black glass, it reminded me of that or black shards of charcoal. I have no clue what this is and am terrified. I bought 2 bags and opened the 2nd one and rinsed the chocolate off 3 of the bars and you can clearly see the black shards in the candy. I have no clue what I ingested and am worried for others who bought these. I bought them from a ****** ******* in LaPorte, IN. These need tested to see what is in them and to be recalled. This is terrifying. I ate glass or whatever this is. My stomach is hurting and cramping I am so scared. I tried calling Hershey to let them know and they are closed today. I contacted the FDA and my local health department. I just want others to know so this doesn't happen to them I am heading to the dr to make sure I don't have any metal/charcoal in me or that has cut me internally. I did not take the receipt because it was just 2 bags of candy. I am going to the store today and getting it reprinted. I will contact you and give you the receipt as well.

      Business Response

      Date: 04/04/2023

      Dear *********:

      Thank you for contacting us about HEATH Toffee Bar. We are sorry to learn of your disappointment and appreciate you bringing this to our attention.

      A great deal of care is used in our manufacturing and packaging processes to make sure our consumers receive quality products. The black pieces are actually burnt pieces of toffee and this has occurred during manufacturing.  We appreciate your sharing your photos and the information you provided has been reported to our Quality Assurance Team.   

      We apologize for the problem you experienced with our product. Coupon reimbursement is being sent by postal mail; please allow two weeks for delivery.

      Sincerely,

      ****
      Consumer Representative

      The Hershey Company

      Case#: ********

      Customer Answer

      Date: 04/04/2023

      [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 Answered]

       Complaint: ********

      I am rejecting this response because it does not seem possible that the black shards are burnt toffee. They are identical look and feel of glass. They literally cut me. I already had contacted the FDA  for testing on the item because I'm terrified of what I ingested. 

      Regards,

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

    • Initial Complaint

      Date:02/02/2023

      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.
      Purchased four packages ******* peanut butter cups. Package is not tasting right. Cold phone number on bag customer service for ********************. Woman was rude condescending and unhelpful first promised me $20 refund for four bags then took it back then tried to force coupons. I am a diabetic I don't eat candy the bags were for my mother and assisted living. I have since set my mother up on auto delivery from another company. I would like the $20 refund that was first promised me before the representative became very rude and untruthful. I am a good customer taking the grandkids to ******************** **** twice a summer. Please get me my $20 refund for the four bags of ******* Peanut Butter Cups that were inedible. Thank you

      Business Response

      Date: 02/03/2023

      Dear *****,

      Thank you for sharing your experience with our product.  

      Unfortunately, we were unable to find a record of your initial call to our Consumer Relations department.  While we are sorry to learn that the product you purchased was not satisfactory, we are unable to offer check reimbursement without evidence of your purchase.  We can offer you coupon reimbursement for your purchase.  We do offer a variety of zero sugar products and baking products.  

      We apologize for any inconvenience and look forward to hearing from you.

      Sincerely,

      ****

       

      Case ******** 

      Customer Answer

      Date: 02/15/2023



       Complaint: ********

      I am rejecting this response because:

      Put on hold 17 minutes This Complaint is not resolved . I cannot eat Use coupons I am shipping Is out shortly for Ukraine I have told this company over and over I do not want coupons I want my money return to me the woman dropped off communication I called the company again today was put on hold 17 minutes and spoke to rudely by somebody by the name of ********. I am looking for contact by the corporate office not the representatives on the customer service line the *****r Business Bureau is putting me on with. They are condescending an unprofessional. I want my $20 return to me. I have told this company over and over I do not have a receipt it's been too long now. I am being treated poorly and I have been a fan of Hershey's and ******* **** for many years I am going to rethink this

      Regards,

      ***** *****  







      Business Response

      Date: 02/16/2023

      Dear *****:

      Thanks for contacting us back.

      We are reaching out because we tried reaching you by phone and were unable to reach you.  We have already sent coupon reimbursement because you spoke to one of our representatives and agreed to this form of reimbursement.  

      However, we received another Better Business Bureau complaint that you rejected this offer of reimbursement. 

      We are sorry to see that this is not the first time you have had a problem with our products. Please be assured that producing quality products for our consumers to enjoy is the standard that we've set for ourselves. If you encounter any problems in the future, we will require you to return the product in its original wrapper, along with a dated sales receipt indicating the place of purchase for reimbursement to be considered.

      We will send a check reimbursement to the address you provided as a one-time courtesy to resolve this complaint. 


      Sincerely,

      ****
      Consumer Representative
      The Hershey Company

      Case#: ********





    • Initial Complaint

      Date:11/11/2022

      Type:Service or Repair 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.
      Your order number is ********* Order placed on 10/11/22 Placed this order on 10/11/22 for $55.20. They kept pushing back the shipping date, so I canceled the order on 11/1/22. I emailed them again on 11/7/22 asking about my refund and they said it would be 24-48 hours. They still have not given me my refund as of 11/11/22.

      Business Response

      Date: 12/13/2022

      Dear *********,

      The Hershey Company has forwarded the complaint to the third-party vendor, ***** ******, who operates the online store for a resolution.  We apologize for the delayed response.  We thought the matter was resolved.  Please feel free to reach out to us by phone at ************ or by email at [email protected] and refer to Case# ********.  

      We appreciate your patience as we work through this delay.

      Have a sweet day!

      Jill ;

    • Initial Complaint

      Date:11/09/2022

      Type:Service or Repair 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 4 party size bags of York Peppermint Patties. The bags arrived today, and because we need the wrapped candies for favors, the individual candies were counted. All four bags contained significantly less that what they should have. We are so frustrated and disappointed. I have tried reaching out to Hershey in multiple ways. By text, I got a "no one is available" reply. By chat, I got a "finding agent" message, but no one responded. By email, the contact form would not allow me to finish filling in the details. By phone, a women answered sounding very distant with a bad connection. She let me know I could call back. Honestly, across the board, this is a really bad experience with Hershey. Please see the attached photos for the codes of the 4 bags I purchased.

      Business Response

      Date: 11/10/2022

      Dear *******,

      Thank you for contacting The Hershey Company about your recent purchase of YORK Peppermint Patties. I'm sorry to learn of your disappointment and appreciate you bringing this to our attention and sharing the photo.

      Additionally, we apologize for the issue you encountered while attempting to reach out to us.

      A great deal of care is used in our manufacturing and packaging processes to ensure our consumers receive quality products. Occasionally, a problem such as you described can occur due to the high-speed automation used in packaging our products. We have reported the information you provided to our Quality Assurance Team.

      Since product quality is our top priority, please provide the following information so that we can complete our report:

      - Product count for the bags you received

      - Name and location of the store where you purchased the product along with purchase date

      - Amount paid so that we may send you appropriate reimbursement

      Please reply to this email to provide us with this additional information.

      If you prefer to call us toll-free, we can be reached at ************** to provide the above information. Our office hours are 8:00 am - 9:00 pm Eastern Time Monday through Friday. When a Consumer Representative answers, please indicate you are calling regarding Reference Number ********.

      We value your loyalty to our products and we look forward to hearing from you.

      Have a sweet day!

      Jill
      Consumer Representative
      Reference Number: ********

      Customer Answer

      Date: 11/10/2022

      [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 Answered]

       Complaint: ********

      I am rejecting this response because: 

      I spoke with a customer service representative this morning, and she did not resolve the issue. She told me that a supervisor would call me, but I am still waiting for that call.

      I was told this morning that a supervisor would be calling me, and I still am waiting on that call. 

      Regards,
      *******************************

      Business Response

      Date: 11/16/2022

      Dear *******,

      Thanking you for reaching out to us and confirming the piece size for each bag.  

      I apologize for any confusion this may have caused. This product is packaged strictly by weight, not by count. The nutritional statement is the approximate count for nutritional purposes only. The weight of the bag would be the net weight stated on the package.  Each individual piece can vary in weight. If they are running slightly heavier, there will be less in your package. If they are running slightly lighter, there will be more in your package. Therefore, you may not always have the same amount in each package / bag. That difference can account for the difference in the approximate servings per container.

      We are sorry to learn you were disappointed with our response. A supervisor has attempted to reach you by phone several times.  As we greatly appreciate your loyalty as a consumer, we've made arrangements to send you a few complimentary coupons. These coupons should arrive within two weeks by postal mail and can be used toward any Hershey Company product listed on the coupon.

      Once again, we apologize that your previous purchase and our response did not meet your expectations.  We hope your next experience with our products is as good as always.

      Sincerely,

      Jill

      Consumer Representative
      Reference Number: ********

    • Initial Complaint

      Date:11/01/2022

      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 bought 2 bags of Hershey miniatures special dark. The chocolate is dried out and discolored. The date is BB 03 2023 but the quality is definitely not up to par. The taste is just off. * ***** ***** *.

      Business Response

      Date: 11/29/2022

      Dear *****,

      Thank you for contacting us about HERSHEYS MINIATURES SPECIAL DARK Assortment. I'm sorry to learn of your disappointment and appreciate you bringing this to our attention.

      We apologize for the problem you experienced with our product and have shared your feedback with our Quality Assurance Team. Coupon reimbursement is being sent by postal mail; please allow two weeks for delivery.

      We believe the product you have purchased was exposed to excessive heat or humidity in distribution. These conditions can affect the appearance, texture, and flavor of the product.
      Product quality is our top priority. To help us complete our report, please provide the following information:

      - Manufacturing code stamped on the package (this is a series of numbers and letters)

      - Name and location of the store where you purchased the product along with purchase date

      Please reply to this email to provide us with this additional information.

      We value your loyalty to our products.

      Have a sweet day!

      Jill
      Consumer Representative
      Reference Number: ********

    The Hershey Company is NOT a BBB Accredited Business.

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