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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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    • Initial Complaint

      Date:08/02/2022

      Type:Product 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.
      On July 22nd I emailed the business with a picture of coupons they had mailed me and told them I tried to use them before the expiration date on Hershey's sugar free chocolates but was unsuccessful. These were products of Hersheys and I should have been able to use them but the store's system was not accepting them. I then kindly asked if they would please mail me replacement coupons. On July 25th, they stated the following In regard to your request, regretfully, we are unable to replace the coupons. We have reviewed your case, and we see that we have replaced your coupons at least three times in the past two years, for a total of $121. I responded within only an hour and told them I don't know why theyre even mentioning the total of all the coupons theyve sent. The total is irrelevant because I have not used them and my pictures show dates of expiration being prior to me emailing them, with even time stamps to prove when the pictures were taken. It hasnt cost them $121 because I havent used them! And I haven't been able to use them because there is always an issue. And that's not my fault. Maybe if their coupons were processed the way they should be in the first place, I would've been able to use them the first time around It has now been over a week and they have not responded, even after I resent my email on July 28th. The business owes me an explanation as to why there is always an issue whenever I try to use their coupons, which makes them completely worthless.. And they need to mail me the $24 worth of coupons they owe me And maybe greater than $3 each would be a little helpful

      Business Response

      Date: 08/16/2022

      Dear ****,

      Thanks for reaching out again about this issue. We apologize for the confusion concerning your request for replacement coupons.  

      We are sorry to hear that you are encountering an issue while attempting to redeem our company's coupons.  As you already know, we do not determine which stores accept manufacturer coupons. However, we suggest trying *******, ****** and large grocery store chains who have a more inclusive policy.

      Once again, we apologize that our response did not meet your expectations.  We hope your next experience redeeming our coupons is as good as always.  You will receive replacement coupons by postal mail in two weeks.    
      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 request the return of the expired coupons by postal mail.

      Sincerely,

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

      Customer Answer

      Date: 08/24/2022

      [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,

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

    The Hershey Company is NOT a BBB Accredited Business.

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