Cygnus Home Service

Excellent food!@ Reasonable prices.

Very Poor customer service at Schwans, they cancelled my order, never even contacted me at all via call, or email. I even recommended new customers, and know they ordered. I'm so dissatisfied, I'm putting a post on Facebook to share this poor experience with others.
I'm surprised a company would handle customers this way.

I have a problem with a delivery that was made on 8/27/2020. I had several items set up for Auto-Reorder. Three days before the scheduled delivery of 8/27, I modified my auto-reoder items on the website. I also added several items as a regular delivery. The only items that were delivered were from the regular order (I didn't receive the auto-reorder items). I called customer service on 8/28/2020 at 3:18pm PST to inquire and spoke with Shynecia. I said I need the order corrected and need the food delivered as soon as possible. She said the supervisor said the next delivery is 9/10/2020 and they won't make it sooner. During the Pandemic, I've been using Schwan's to limit my contact with people at the grocery store, because I'm caring for a 77 year old Veteran. Due to their mistake, I'm going to have to plan out 8 days of meals and go to the store and buy all the supplies. I expected better from Schwan's. Either deliver the food in the next few days, or give me a substantial discount on my next order. I didn't receive either option - and I didn't receive an apology. I expect better, for the high prices that Schwan's charges for their products.

If I have to meal plan and go to the store, it doesn't make sense to continue to buy their expensive products.

I placed an order. It arrived damaged. The inside was spoiled. The company advertises on its website and on the invoice that it offers a “100% Quality Guarantee.” It states: “If you’re unsatisfied with one of our products - for any reason - we will gladly replace it or provide a refund.” I called to request a refund on 8/25 and was told they would have to call me back. I asked for a supervisor but was not provided one. I called again to request a refund on 8/26 and was told they would have to call me back. I asked for a supervisor but was not provided one. This company does not conduct business like any I have encountered in my entire life. They need to be held accountable.

The food is good, but some is high in sodium. My problem is that they double charged my account and I have yet to receive a refund, even though I have notified them by telephone, chat, and email. So I will discontinue the deliveries. Another possible issue people should be aware of is that I've had three delivery drivers for three deliveries. In other words, employee turnover is high. And what kind of background screening do these people have that have access to your payment information? I have given up on receiving a refund, so it's sad that they would scam a senior citizen and lose a customer over $67. Beware. If you do order from them, the frozen vegetables are very good and there are other good food choices, but watch the ingredients for high sodium (etc.) and be aware that the prices are higher than you would find in a store. It's for the convenience of a delivery during the pandemic that prompted me to begin with Schwan's. It's the loss of my money that caused me to rate them with a TWO STAR and ordering.

On August 14 , 2020 I was due for a delivery from Schwan’s for a product which was apparently on back order. Well the driver of Schwan’s still choose to come to my home knowing he didn’t have my order. Well he was nice enough well out in my driveway to call and say I don’t have your order but is there anything else you may like. Well I said sure since your already here some ice cream. Of course they have my credit card on file so they just added the 1/2 gallon of ice cream for $5.99 to my credit card. WellI check my email read my receipt to see they charged me $3.99 for a to door delivery charge. I was shocked because this was not me calling them to deliver they were already in my front yard . So I called them today to ask and they said this was a normal fee. I said know if I go online and order less then $50 the door delivery is $1.75 . Now if I did this online I am excepting that fee before checkout. With this delivery I never signed or visually saw how I was being charged. If I knew they were charging me $3.99 for delivery to my door when they were already sitting in my yard I definitely would not accepted the product.

I have called this business to cancel Home Delivery Food Service 3 times now. Every time I call, a very nice customer service associate has told me that I am taken off of their delivery list. I am still receiving emails that they are scheduled to come back to my house every 2 weeks unless I manually change the delivery date in my app. At this point after calling them 3 times to cancel, I get the feeling that they don't want to lose the business and they just keep annoying their customers like me to the point where they quit trying to cancel and hope that they order their product again.

I had ordered frozen goods and when my order arrived, everything was melted and ruined. The packaging had not been properly done, everything melted and my order was completely ruined.

Delivery to Sr housing 7/22. Order placed 1-#144,1-# 611. Total 30.73. Pd by debit card.no receipt given. Checked ESL checking two charges . One for 30.73 another for 62.33 but no other purchase was made. Call to Kelly 7/24 .1 # 144 was 15.25, 1 # 611 was 12.99 and 3.99 delivery.
Does not add up to 30.73. Told pizza was on sale (?) Can't explain other chg. ask to talk to Supv .They dont' have one but she can make a level 2 and someone will call me in 1-2 days. Given invoice number 1*** .
Called 7/27 . Talked to Dawn , then Sue, given number for Heidi in banking, 5***. Several messages left no reply. On hold for 15 -20 min multiple times. Called 7/28 talked to Anna who will file a 2nd level 2. Told their business has picked up and the wait time for a reply has gone from 1 -2 days to 2-3 weeks. I said I need the money.
Call to corporate and a person who answered the phone with foreign accent told me to call 1-8887249267. It's a repeat answer of all their other numbers.
A neighbor was not charged for delivery I was. Same neighbor ask for receipt has been given different answers. Told on phone when called and ask about it that they don't give receipts and when asking the driver told his device was broken.

Your customer service is AWFUL. I just called to attempt to cancel the delivery since it was moved to Saturday and I will not be here. Schwans REFUSED. Specifically, an agent named William and a floor supervisor named Kelli. (She refused to provide a last name and said she does not have a manager I can speak with, complete LIES!) Worst service i've seen in ages. You just lost a customer.

I purchased food on April 28 or 29, 2020, I paid by credit card the first order I did came in the amount of $155.10 They had a coupon May50 you would save $50.00 and then free delivery over $100.00. Well the next thing happen they changed my order to a lower amount still got the #50.00 off the order but I had to pay for shipping the order came less then $100.00. Now they told me I would get my order on May 13, no order 13 came and gone then they told me. Then I got a email from Schwan I would get my order on May 19, it came and gone. Then UPS email me told me I was going get my order May 28 it came and gone. Well I finally received my order on June 2, 2020. When I open it all the food was destroyed the ice cream was all melted, the fish was bad and everything else. I called Schwans on June 2 at 2:35 pm eastern time I told them what happened she told to throw away the food and I would get a complete refund. Here it is June 17 and no refund on my credit card. I called my credit card company yesterday they have no record from Schwans for a credit. I call Schwans today 6/17/20 they didn't put it through yet. They charged my card before I got my order, but I am waiting for a credit.

I called Schwans 6/6/2020 and told them I wanted to cancel an order I had placed on 05/26/2020. I was told someone would contact me within 1 to 2 days to cancel order. I never got a call back from anyone. Monday 6/8/2020 I got an email stating the order had already shipped after I had told them I wanted it cancelled. On 6/10/2020 I refused the UPS delivery. I called Schwans that day and told them I refused the delivery and wanted a refund. The woman told me I would have to call back the next day to speak to someone in mail order department. I called the next day 6/11/2020 and relayed all the information to the next person I spoke with. she told me there was no such department and told me at that point she had spoke to a supervisor and she was going to process a refund. She told me it would ne 7 to 10 days for a refund and that a supervisor would contact me in 1 to 2 days. No one ever contacted me, so on Sat 6/13/2020 I called again. The first person I spoke with told me it would be 21 days before they would look into a refund after I had been told previously on the 11th I would be getting one after I got a call from a supervisor which I never got. This person put me on hold and never came back on. I called back and asked to speak with a supervisor. The supervisor told me it was a mail order department issue after I was told from someone else no such dept existed. She told me only a tier 2 supervisor could process a refund, but of course when I asked to speak to one she told me no one worked weekends. I have been given the run around and nothing but excuses and lies from each individual I spoke with. Each person trying to pass me to the next and telling me someone would contact me with no call back from anyone. I have kept tracking info on the package and they got the items returned to them Friday afternoon 6/12/2020. I feel they have no intentions of returning my money (466.93)! After reading reviews this seems to be the way they do business. I need my refund!

The food is fine, the delivery guy is fine. The credit card policy, Ii just found out about today... STINKS!!

I give up. With Covid-19, we have tried a lot of food delivery services. We have been satisfied with the frozen (as opposed to those that thawed) items delivered by UPS, but the overall experience has been poor enough that we do not plan to order again. So the review is useful to you, understand we have made 5 orders, and delivery to us is by UPS. We live about 1 hour from Athens, GA.

Problems:

1 If you order enough stuff to go in a larger styrofoam box, then UPS will typically smash it in delivery. We had three orders in big boxes and two were smashed.

2 Good luck getting everything you order. 4 of our 5 orders were each missing 1 item.

3 Customer service is the worse (no exaggeration) that I have found in any type of company in the last 10 years. We have literally had a problem with every order. The biggest problem was when a box was smashed and items had thawed out. They did give a partial refund (because we declared some items as usable) in a week. The other 4 orders were each missing 1 item. We have called and emailed, in one case 3 times, and have not gotten refunds or replacements.

The food is generally good; the delivery is sometimes good and sometimes bad; and the customer service is unforgivable.

I order Signature™ Angus Beef, Cheese and Bacon Burgers and Fully Cooked Breaded Chicken Fries never received these item 05/22/20 Order # 2174520073 s. I called company 3 times . first call was told ticket to be written up sent to complaint dept someone will call next day . no one called. 06/01/2020 called again was told representative named Jamie stated she would resend the order and I will get it byJune 3rd. Nothing came. Called again today 06/05/2020 asked to speak to Supervisor was on hold for 17 minutes never got to speak with supervisor.

I placed an order with Schwan Food Company on 03/09/2020. My food was left at the wrong address and ruined. They did redeliver the food on 03/19/2020 to the correct address; however, the driver was very rude at drop off. The next day, I was charged again for the original purchase which has already been paid for. I have called Schwan Food Company a minimum of 10 times over the past 10 weeks and still have not received my refund for the double charge. I get the run around every single time that I call and am placed on hold for several minutes every time. I am told that a supervisor will call me back but never does and am told that there is no one with higher authority that I can speak too. I work in a customer service oriented business and this is beyond horrible customer service.

I used to order from this company all the time about 5 yrs or so ago. With the quarantine I decided to try it again. I placed an order in late March but with the lock down the wait times were very long which is understandable. I finally got my order around the beginning of May. I opened the container to see that whoever packed my order did a poor job and a bunch of my items had come open and spilled all over. I called customer support and talked to one guy who took me through the claim process and to all my info. He said someone would call me in a few days but no one ever did. I called again about 5 days later to get a status update. At that time I noticed that my account had been closed. Nobody could figure out why that was. Talked to another woman who submitted another claim and said that someone would call me in a few days to try and resolve issue. Some one did call 3 days later to tell me that I should be expecting another call from shipping department so that it can be resolved. But it seems whenever my issue gets forwarded to shipping/warehouse there is no response. Its also crazy that they just cancel accounts without notice and claim that they have 100% customer satisfaction guarantee. I will never order from this company again and neither will my family members who also order from the here and there. Now I understand why they almost went out of business a couple of years ago.

Ordered food online from this provider, was told that delivery would be in a few days time and would be coming by UPS delivery Service. 6 days later, no delivery, so I emailed them asking them when this delivery would be expected? NO RESPONSE whatsoever. I emailed them again the next day saying that I am giving them 10 hours to deliver or I would be seeking legal recourse, but again, NO RESPONSE. Next day I called them by phone and their customer service said that I would get delivery on Thursday by UPS. 2 UPS drivers were in my area and drove by but no delivery again (9 days passed by now). I called them back tonight and the same customer service person now tells me that delivery would be June 4. Unacceptable, so I canceled my order and demanded reimbursement to my debit card. Customer service did not reimburse my card, I asked him how long before I see my money back, he said he had no idea or what time frame I could expect my money returned. I said to him and you're in customer service? Obvious lack of training and poor customer skills (if any). In the event they do not reimburse my card, a lawsuit will be filed under online theft.

If I could leave less than 1 star I would! Placed an order on 4/28/20 online. The next day I received an e-mail that my order had been cancelled! Called them and was told that it was a computer glitch and my order would be re-entered. Later that day I got an e-mail with the new order, but they left off an item and also removed the 50% discount for first time buyers, as well as a $2.00 coupon for the Beef Tips. I had to call them again and spent 20 minutes on the phone while the CS Rep. tried to correct the order. She was unable to put the $2.00 discount coupon back on the order, so she managed to give me a $10.00 credit for my troubles. She told me a manager would call me within 24 to 48 hours because of all the problems...no one ever called! My delivery was scheduled for 5/12/20, so on 5/11/20 I went to check the tracking number to see if it was shipped, and found that no tracking number had been assigned, meaning the order didn't even get shipped yet! Another 20 minute phone call and the CS Rep couldn't even tell me when it would Ship! I told her if a manager didn't call me within 24 hrs. I would cancel my order, let everyone know about their service on their Facebook page, and also leave a review with the Revdex.com. She assured me a manager would call me...Guess what, no phone Call! I cancelled my order today, 5/13/20. I just hope they didn't charge my Credit Card or that will be disputed. Horrible service, and this was my 1st order! I see that I am not the only one either, by these reviews. Will NEVER order from them again!

I have placed ONE authorized order with this company. The delivery driver has returned two weeks later and left additional items I did not order at my door and charged my credit card. I have called the customer service line on two occasions, placed on hold for a total of 90 minutes and was refused the opportunity to speak to a supervisor.

I placed an order for Schwan's in mid April that was delivered on April 21, 2020. I have never had any issues before that day. However, on this day all my items were delivered except for the signature milk chocolatey ice cream bars. I called Schean's customer service the next day to let them know I was missing this item and requested a refund of $7.99. The representative then begin to apologize and explain all the processes he had to go through to get my refund. Huh?? He told me I had the option of getting the item delivered next time or credited. I ask to please just credit my account. I was advised the issue would be reviewed. (Order # ***) Over the last year I have spent $373.45 with Schwan's! So to be told that this fraudulent charge of $7.99 has to be investigated is beyond comprehension. I called customer service again and the agent was so rude, and ended up hanging up on me. I told her if I was not refunded the money for the ice cream I will not order from Schwan's again....after all its the principle now. She advised me she would take me off the marketing list and hung up. Oh but before she did that she told me the refund wasn't processed correctly so she had to send it to corporate. It should not take all this to get less than a $8 credit back for items I never received.