Cygnus Home Service

The specific details of my case can be found in the supporting documents (look for the chats with the "customer service representatives"). We placed original order on 4/3. It took an hour to place on the phone as the company refused to let us place it online to get the discount we were seeking to apply to our order. We were promised that it would arrive by 4/17. I live with two high-risk people. We depend on food service companies such as Schwan's during the COVID-19 pandemic. Food did not arrive on 4/17 as promised, which sent us scrambling for food as we were planning on this large order coming in ($153). I first reached out to their customer service via chat on 4/17. I got nowhere (they kept blaming UPS, the shipping company). They said they couldn't tell me when my order was to arrive. After spending an hour on chat, I decided to try calling their customer service line. I waited an HOUR on hold. I spoke with a useless customer service rep. She transferred me to a manager... the highest level of supervisor there was. After also getting nowhere with the manager (I wanted to know 1-when was my order arriving? 2-what would Schwan's do to make it right?), she HUNG UP IN MY FACE! Schwan's needs to go pull the tape on this one! They will be appalled! I have NEVER EVER been treated like that by a company before. I was floored! Before being HUNG UP ON, I was promised that corporate would call me. No one ever did. On Sunday 4/26, my order was cancelled without my consent because my "credit card" wouldn't process. I called Capital One. Credit card was FINE. They re-did the order. Said it would be here on 5/1. It has yet to have tracking number assigned. Credit card was CHARGED ($133)! Order still shows as pending on Schwans.com. DESPITE THIS, I get an email on 4/27 saying THAT order was cancelled. I've been trying since then to get clarity on order status. No one can answer my question. I'm DONE! I just want my food... and for them to make this RIGHT! Go read the chats!!!

Placed order for mail order delivery of frozen food from Schwan's. Received mail order box/Styrofoam container of food 4/10 Friday, styro foam container inside box was broken and food was melted, bags/boxes not sealed & open. There was a bag of pees that was not sealed and all over the inside of the container. There was a couple of boxes of Popsicle that were open and melted. Had a previous order from them that was fine where the food was packed with dry ice and frozen how it is suppose to be. I called right away to report to customer service, talked to I, and she apologized, wrote up a report. I asked her what to do with the box of melted food and she told me to throw away the and someone would call me in 48 hours to replace/credit order. Never received a call after that, so I called today 4/18 and talked to Chavez in customer service, he said it shows on his end I should have been contacted in that 48 hours from my initial call on the 4/10. He said someone should be calling me but could not give me a time frame or if the charge of $116.38 had been credited. There has been no help from the company to resolve the situation and my money has not been credited.

Absolutely horrible !!!! I will never go through this company again. I placed an order 3/29/2020 and my expected delivery date was 4/8/2020. After not receiving my order, I called to see what was going on. I did not get any help. I was told it is still "in line" waiting for delivery. I never received it. I spoke with 5 different people including the supervisor Cassie. She blamed UPS for being behind. She was not any help. You think she would be able to do something for me but because she was so unhelpful I ended up cancelling my order. At this time of crisis I would think a supervisor would be more understanding but she was very inconsiderate. No one knows what they are doing nor do they care about customer care.

My family needs food and due to being quarantined depended on this company to uphold their delivery times. But they changed the delivery times to at the end of the month and never advised me of that.

Placed order with schwans, it was supposed to be delivered 4/3 between 11am and 8pm. I have been isolated at home for 3 weeks. Got an email saying that the delivery was missed. That is incorrect. The driver did not show up with the food. I was charged for items that were not even attempted to be delivered. Did not receive a call from the driver or anything. I'm in the process of contacting customer support.

Have been on hold for 30 minutes. An agent answered then immediately hung up further wasting out time and money as we have to continuously call and be hung up on.

I initially placed an order with Schwan's on March 21st with a delivery date of April 1st. I wanted to see if I was able to add some items to that order for the same delivery date so I logged into their chat customer service. The representative I was chatting with said it was possible to add items for the same delivery date. I EXPLICITLY told her that I did not want my delivery date to change.. We went through the items I would like to add and she said they were all out of stock.
I later checked my order and found that she had added a container of ice cream to the order which pushed my entire food order out for 2 weeks. Since my family is unable to leave our house this is very detrimental to our food plan.
I called back and spoke to the mail order supervisor (Melissa) she spoke to the shipping department and told me I would have my order by Friday, April 3rd. When the order wasn't shipped and didn't arrive I called schwans yet again and found that not only did the chat customer service rep move my order out 2 weeks but she also didn't process it through my bank completely so they were unable to have it shipped out.
I YET AGAIN had to have my order cancelled and replaced with a duplicate order so that it could be properly processed through my bank account.
I called today, Monday April 6th, 5 days AFTER my order was initially scheduled to be delivered. I am now not allowed to be transferred to the mail order department through their customer service center, most likely due to all my calls in trying to fix their mistakes. And my order which was scheduled for delivery on April 1st is not scheduled for delivery on April 24th due to all the errors that Schwans customer service reps made.

All I want is my order so my family and I can eat!

I placed an order on March 17th. It told me the delivery date would be March 24th between 5pm-8pm. I then received an email on March 24th at 11:05am stating my "service has been rescheduled" to March 28th between 2pm - 5pm. After still not receiving my order by 5pm I called Schwans at 5:10pm on March 28th. I was on hold for 40min until someone came on. I was told that the route driver never showed up and said he would escalate it up the chain and that a manager would call me. As of Tuesday morning, March 31st, I have yet to receive my order or a call from anyone. As a long time customer of Schwans, this was my first time to order delivery. Very disappointed with the poor service I have received.

I contacted Schwan's Customer service on 3/16/2020 & 3/19/2020 requesting my account be closed because of personal reasons (I am a victim of identity/credit card fraud). Both times customer service told me they could not do it, that is done in another department, the customer service rep I was speaking to said they would notify that department. So that department that closes customer accounts was notified on 3/16/2020 & again on 3/19/2020. I have not heard from anyone at Schwan's either by phone or email.

This company is sending advertisement junk mail to my home that I never signed up for and they need to completely remove my address from their system. I attempted to contact them via their website, but it said the chat reps were assisting other people, and no email or webform to contact them through.

Ordered food on 12/2/19 and didn't receive all my items. Was not refunded for all the missing items. Been attempting to contact Schwan's directly, was told the refund department would be in touch within 2 business days, back before New Year's. They still haven't contacted me. I also still have 2 of their giant delivery bags taking up space in my apartment.

My Schwan's delivery driver crashed into my private driveway access gate on December 17th, 2019; over three weeks ago. The gate is inoperable now. I have called Schwan's several times since then, and the claims department has not called me back to process my claim, despite the fact that I have given the customer reps all the info they need, each time I call. The reps just say the claims department will contact me within 48 hours. They refuse to give me a phone number or email address for the claims department so I can contact them. I am an elderly woman & I am unable to open my gate to get in & out of my driveway. I need Schwan's to process my claim & fix my gate. The claims dept. is not responding to my repeated requests for them to even call me back to rectify this situation, and at this juncture I have no way to reach them. I need help.

I placed an order with Schwan's in November 2019. When I received the order, an incorrect item was delivered (breaded chicken breast instead of chicken strips). I called immediately and was told to keep the incorrect item (since it was their fault) and they would deliver the correct item. They set a new delivery date a week out and the item never arrived. This scenario has repeated itself at least six to seven times--I call, they set a new delivery date, the item doesn't come, I call, etc. I have also instant messaged, called a manager, and emailed them. The last time I called and told them I no longer had time to deal with this and wanted a refund. They refused to issue a refund and set another delivery date two weeks out.

On 11/19/2019 I placed an order for my community that we were going to hand out Thanksgiving meals to our elderly and veterans in our apartment complex. The order was placed and a fast rush delivery was also paid for to be delivered to the next day. On 11/20/2019 it was not delivered by UPS due to no apartment number in which should have been delivered to the office which was why no number was given. I spoke with the represenative at Schwans as well as UPS and they told me that it would now be delivered on 11/27 to the office with specific instructions. Again it was not delivered and said that it was refused but no name was given. Since we already promised residents meals for Thanksgiving a special order had to be placed by my staff and was now delivered by a Schwan's truck. When the new order was placed we were told we would not have to pay for the food due to their mistake. On this delivery when the driver arrived it was received and the driver then asked for payment and would not be able to leave the new order without payment. Payment again was made. The original order was never delivered and money was never returned even though we did not receive any of the food that was originally placed. When I spoke with the representative they told me to seek the tracking numbers from UPS which told me nothing in regards to the order but that it was refused by an unknown person and nothing in regards to any refunds as well.

I was supposed to receive my order November 19, 2019 between 5:00 and 8:00 pm and I have yet to receive it. This is very upsetting and I am definitely not satisfied. They have delivered for me before and have never been late. So this is fairly shocking to me and am dissatisfied with their service at this moment.

I placed an order online, it was scheduled for 10/21/19, was not delivered. Called them, set it for 10/23/19, was not delivered again. Called again, scheduled for 10/29, was not delivered, called again. It was scheduled for 11/2/19. Guess what?? It wasn’t delivered. No one knows why, but they promise it is coming. Was supposed to get a call from corporate, no call. When I checked on the call, was told I didn’t answer the phone. I don’t have any missed calls from them. This is not able to be resolved.

I have been a customer for 10+ years and have really made Schwan's a part of my everyday life.

In a perfect world I wish I could keep the same driver. My favorite driver was Keith who delivered to me in Woodbury MN.

I have had many drivers and know they can change. As a company you need to work on communication as to when a new driver will begin. I have had so many issues with new drivers not knowing your needs.....for example I need to be texted or called first before just showing up. It almost seems like your needs are finally met when that current driver quits so it becomes a cycle of missed deliveries to the fact they don't call first. I HAVE TRIED MANY TIMES TO PUT A NOTE ON MY DELIVERY BUT IT NEVER GETS SEEN.
My last driver Keith who quit eventually turned into a new regular driver who is a female(name?)

I have not heard from my driver since Aug 23. This order in August was met with rudeness from the driver. We finally had a system down where she would text me early in the day with when I will be home. This particular day I was noyavailable to respond. I saw her available times and asked her to verify the times. She changed her delivery times which was frusterating.

I told her what day but did not know exact time. She told me she had to know so I felt backed in a corner and said I can't get my order and she said OK. I texted her back to work something out and she never responded. Two weeks later I get a text saying a time she would come but never waited for response.

I texted and it was ignored for 2 days. Finally she asked me when I would be home. I always give cash and never require more than a dollar or two of change she knew that but this day she gets there and says she has no change. I did have exact change but what if I did not?

I am so uncomfortable now. She wants me to adjust to her and usually the drivers calls you if it has been a long time. I did nothing wrong for this rudeness and want a new driver. Terrible Terrible!

On August 27, 2019 I created an online Schwans account and set up and order to be delivered to my parents in another state. AT the time the delivery indicated Thursday. However, on Thursday when no food arrived, I attempted to log onto their site and discovered my account had been deleted. On August 30, I called the 1-800 number for Schwans and explained the situation to the customer service rep. The woman was very helpful at first, attempting to figure out the problem with the order. I created the account with my mom's name and address but my own email and billing information since I was the one paying for the order but I wanted it delivered to her house. Initially the woman told me she could add my address to the account and fix the order, however, about 15 minutes into the conversation she abruptly told me she needed a supervisor. When she returned she left me know that my account had been suspended indefinitely and they were not able to deliver to my mom or her address. I asked why and she told me that she was unable to discuss the matter with me other than they refused to complete the order. When I asked to speak with someone she told me no supervisor was available. I agreed to wait and she told me that was not possible and that no one would be speaking with me. I told her that was unacceptable - that I understand she could not give me clarification but that I wanted someone to speak to me and let me know why I could not have food delivered to my mom if I was the one paying for it. She told me that she would not be able to help me, that there were no supervisors who would speak to me, and then she hung up on me.

Absolutely sorry excuse for a company.
placed my first order 8/6, due for delivery 8/13. no delivery.
try to access order status to see what is going on, account and order is inaccessible through the website.
Contact live chat, Clemen H., looks up the order, verifies my address, then says I am not authorized to process delivery to this address. try to ask what that even means.
just copy and paste instant responses and disconnects , no other info is available, contact phone support, disconnect.
call them, and they claim that my address has been flagged for fraud and they cannot deliver and cancelled the order without notifying me.
I am 100% they are sorting out any orders that are processed through a cash back portal , and coming up will bs reasons to cancel those orders. if you try to reprocess you pay full price no cash back. HA what a joke and a scam

Called company on August 1,2019 and told them I had a discrepancy on my Bill for something they had to take off because it was out of stock. I thought ok no big deal. Then I got my Bill and they charged me a delivery fee which I should not have been charged. So I called on the date above and told them. I got some young man on there that acted like he didn't care and he would not let me talk to a manager to get my problem fixed. I told him forget then and I am never ordering again. Soni thought that was the end of it. Well I was talking to my cousin on the phone and I received an email from them which I kept saying thanks for the order you just made. Problem is I never made an order. I called and made a complaint. A person from there called me today August 7, 2019 and told me yes someone from there placed a order without my knowledge. She said it had never happened since she worked there but that she couldn't tell me who and didn't give me any piece of mind. See my credit card info is automatically saved and it charged my card until I went in there and cancelled it. I told her that I was not satisfied with that because now that worker has my info. I hope this doesn't happen to anyone else.

Ordered two bags of General Tso's Chicken. Expressed my dissatisfaction with the product. Initially, Schwan's was willing to compensate in the form of other food products. This has been an active complaint issue for almost three (3) months. Numerous phone contacts, emails and chats have proven to be futile. As of this date, I still have not received my replacement items. I have recently (7/12/2019) called Schwan's and left messages, but have not received any return calls. 8