Cygnus Home Service

On June 28, 2019, a Schwan's truck was attempting a three-point turn in front of my house out in the country and was having a hard time getting out of the ditch as it backed into the ditch, and in the process hit our mailbox and damaged the post and the mailbox. I called Schwan's corporate office and reported the incident to them and I was told that my information would be submitted to the appropriate "track complaints" department. I explained everything in detail. I never heard anything back from Schwan's corporate office. In the meantime, Schwan's immediately abused my email address that I gave them to for the sole purpose of communicating about the incident of damaging my mailbox, and Schwan's then started sending promotional coupons to my email address. On July 12, 2019, at approximately 2:45 p.m., the same Schwan's truck and same driver who hit my mailbox parked in front of my mailbox for an extended period of time and called my telephone and identified himself as "Dave" and stated on my answering machine that I was on Schwan's "expected customer list" and that he would be in my area every two weeks. I then went out to talk with him and asked him what he wanted and he handed me a promotional brochure and I made it very clear to him that I wasn't happy about him hitting my mailbox and that I had no interest whatsoever in becoming a customer of Schwan's and that he should not be calling me, and then he left.

Schwans sorry customer service as usual wait all day for driver never shows up customer gets 2.00 all day wait for crums. That driver never came back and second driver pulls up to my house and states he audio and video my house for no reason and states he is a cop so I asked for his badge never showed badge. Two face faced skull headed white trash. I told him never come back here again. Two days later they sent me a letter and said my account was closed. They make the customer pissed off never do business with these two faced thieves. Also phoned corporate the next day and talked with Sara she says they have no fax and will not discuss any complaints over the phone. They are sorry as hell remember they have no customer service call them when dirver never show and get your 2.00 two dollars compensation wait all day. How nice for crums.
Michael

This is getting to be a regular every week happening. I just got another e-mail saying my delivery was made to my door when I haven't ordered anything in the past 10 months. It says the charge was in my name to a credit card I don't have and never have had. It is happening over and over and Schwan's just laughs it off and doesn't do anything about it.

The driver placed an order under my name for someone in my neighborhood who didn't have an account. Schwans says this is normal and to not worry even though it has my information attached to the transaction that I didn't place. The supervisors say they have faith in the company to handle this problem however I dont have faith. This is sheer laziness and very unprofessional on their part. Will be looking to file higher complaints against the company.

On 3.25.19 I was supposed to receive an order between the hours of 2-5 pm. At 5:20 I had to leave my home and the delivery had not yet arrived. I called the customer service line due to the late order and requested that it not be delivered any longer. The representative said that it was unable to be cancelled due to it already being on the truck but that if it was delivered when I was gone to call as soon as I got home and they would refund the full cost of the order because of the missed time. Her name was Neelam. I returned home around 7:40 and found the delivery had been made when I was gone so I called to request the refund as promised. I spoke withe Roberta at this time. She informed me that sine it was delivered they wouldn't be able to do a refund and nothing could be done and that Neelam should have requested to contact the driver. I explained this was not an option given to me and that I was upset. She said she could escalate it but that the refund wasn't likely going to happen and that it wasn't her fault Neelam gave me wrong information. She said within 48 business hrs . At 11:39 am on 3.27.2019 I got a call for Shenice who said that she listened to the calls and heard that I was promised a refund and that instead Roberta should have requested the driver come back to pick up the order or Neelam should have had me leave a note to reject it since we weren't home when they dropped it off. She said they wouldn't do any refund. I asked to speak with her supervisor and spoke with William who went back over what Shenice had just said to me. The order was delivered over 2 hrs after the window SCHWANS scheduled with me and I was not given the option to reject the order of made to let know I could have left a note till after the delivery was made. I wasn't told picking it back up was an option till days after it was delivered. I want to refund I was initially promised. The reps keep passing the buck and are refusing to take responsibility for the mistake they made.

I submitted an order for $53.72. They charged my form of payment $76.48, and never delivered the order. I have had to call headquarters () multiple times and have multiple "live chat" conversations with their Customer Service Representatives to try and resolve this. Every person I have spoken with has given completely contradictory information. A "supervisor" told me today that it will take at least 3 weeks to get a refund for the food that was never delivered to me. She stated that Schwans submitted the funds back to my bank on 1/31/19 and I "needed to call my bank and see why they haven't released those funds back to me". I called my bank and they informed me that they have received NOTHING from Schwans and there is never a reason for it to take 3 weeks to refund a debit/credit card. Nobody from the company has reached out to me in regards to this at all. I have had to continually reach out to try and get my money back, all while being given a different story and answer each time.

I am a 1st time customer and recently placed an order (#***) via the Schwan app and was given a delivery date of 2/7/2019 between the hours of 2pm-5pm EST. I had been home between 2-5pm with my sick child. At 5:53pm on 2/7/2019 I call the Schwan customer service and spoke with a representative by the name of Keyanna. Initially I’d explained that my delivery was late and I wanted to know an estimate of how much longer the delivery would be today. Keyanna told me she needed to have her supervisor help review my account and placed me on hold. When she returned to the phone she said she would have to have someone call me back in 1-2 business days to investigate what happened to my order, which left me confused. I request if you record your customer service calls that you review the calls I’ve made tonight. Essentially she told me the driver missed my home on his route and my order wouldn’t be delivered today. I explained that I am a 1st time customer and wished to have a refund since my order wasn’t being delivered. Keyanna then stated that she couldn’t initiate a refund even though I was requesting to have the order canceled since I wouldn’t be getting the product on 2/7:2019. I then requested to speak to a supervisor or superior to help with my request and Keyanna placed me on hold again. Upon returning she stated that she read the screen wrong and my driver was running late and my order would arrive within 45mins -1 hour. I explained I was very dissatisfied & the call lasted 28 mins. At 8:12pm I called back and was told to wait 30 more mins for my driver to arrive which never happened. I called again at 9:38pm and was told there wasn’t anything in the system by a representative. The representative spoke over me on the phone and told me I’d have to wait 1-2 days for someone to call me back. I wasn’t notified via the app about the delay and find it unacceptable that I couldn’t get a refund for a product I ordered but didn’t receive.

We have shopped with Schwan's ever since I was a child. I'm just recently moved into my new apartment and on JANUARY 26, 2019 I placed an order through the Schwan's mobile app in the amount of $457.40 to have groceries delivered to my house... I waited 2 days to receive tracking information after recieving an email confirmation of my order ( I HAVE PICTURES) only to log on to my mobile account see that it had been disabled and my order cancelled... When I contacted the Schwan's customer service line I was treated very rudely and everyone I spoke to refused to give me any answers as to why this happened. I requested my money be released since they weren't going to deliver my order and they lied saying they didn't have the money ( I HAVE PROOF THEY DID). I contacted my bank and within a day my money was released... I re-registered my account with Schwan's with the help of a very helpful representative. Placed another order on JANUARY 29, 2019 in the amount of $478.38 while she was on the phone to make sure everything went through their system properly. We confirmed the order, I received another email confirmation and waited. The order was supposed to arrive FEBRUARY 1,2019... Once again my account with Schwan's was disabled and my order cancelled without any notification only this time now the refuse to release my money back into my account... I believe this company has attempted to steal money from me twice now. The money is PENDING in my account, the refuse to release it claiming it is "company policy" but I know that's a lie. If the money hasn't completed debited out of my account and Schwan's has indeed cancelled my order than that transaction should just void out within a day or two. That's with any company... Schwan's is now refusing to answer my emails or give me any answers. I habe asked for the corporate number and they won't give it to me.... at this point I'm ready to take them to court.

I had signed up for service with schwans and had a service call while I was in the hospital. I got an sms message on 1/10/19 from schwans stating I had a service day on 1/11/19 if I placed an order by 11 pm I would have my order on my service day. I had a great coupon for 50% off my first order up to $50. So, I placed an order, they take EBT (Snap) and I had to call the customer service number for they wanted a bank card in order to place the order. The customer service rep told me it was in case I wasn't home they could charge my card. I told her how I wanted to pay, she scheduled me for Friday from 8 am-11am. I was home and waited. They didn't show so I called again and they told me I was moved to 11am - 2 pm and gave me 200 points ($10) for the inconvinence, I said ok. 2 pm comes and no order. I called back for I have other things to do then wait for them all day. They then said they have no driver. They wanted to reschedule for a different day. I said fine after being offered an additional ($10 off). So we set this for Tuesday the 15th since I had some early home appointments and would be available from 11 am - 2pm then the driver shows up 20 mins later and didn't have my order or was aware he wasn't working. We called customer service and all agreed to the Tuesday Morning slot. He never showed up at the selected time. So I called him and customer service they moved me to 2-5 pm and I had meetings at the hospital so my hubby agreed to stay here and wait. Our son wanted his pizza for his bday party this Thursday. Again, they didn't show called again and was told I would have the order by 6:30. Never came. Called again and was told by 8 pm we were the last stop and offered $10 more in points plus a coupon for 50% off. Never showed. Called again and was told there was no driver today. My little boy went to bed two days in a row cause of this. All they want to do is escalate it via email a higher up and takes from 1-6 days for a reply. We wanted our order on time.

Placed an order for >$65.00 with a $25 off $50 promotion as a new customer with a delivery window scheduled between 5-7pm. Order did not arrive until after 8pm and one of the items was not available resulting in the total order falling short of $50 by $2.07 and thus the promotion was not applied. No response to several emails and when called to follow up they refused to honor the promotion and offered a $5 credit. Will not be shopping with them again.

I downloaded their app and placed an order. I never got the order and have called multiple times for a refund to no avail. Have also asked to have my account closed but continue to get emails from them regarding future deliveries. I will never order from them. They already ripped me off and now won’t leave me alone or refund my money.

Due to an error on Schwan’s part, I over paid Scwan’s home delivery. I paid with a check, which they cashed. When I asked for actual money back, they stated I could have Schwan’s points. I do not want or need the points, I wasn’t money. We are talking about $17.00. Imagine a corporation refusing to refund that small amount.

I purchased a Mrs. Smith's apple pie Sunday 11/25/2018 for Sunday dinner. After dinner I started eating the pie and noticed a pungent taste. I checked the pie and I noticed a pungent odor like urine . I contacted the store via email, and informed them of the pieThext day I felt like I was catching a cold, so I took some medicine. Two days later I felt worse. So I went to the ER. I was diagnosed with a Yeast Infection in my mouth.

I ordered over $400 worth of food on a Friday. Their website said UPS would deliver the following Tuesday. Monday morning I checked my account and my order had disappeared. But, of course, the money had been taken out of my account. Customer service is horrible as I was told different things by 4 different people. They truly do not care! Horrible, horrible company!

My home delivery service and route man are great! Customer service is unacceptable. A check I wrote was keyed in inaccurately and was sent to a collection agency. My bank verified the check was not presented to MY account. Someone transposed the first four digits and it was a closed account. I have contacted customer service on 3 different occasions: 9-19, 9-26, & 10-1.
I sent the collection agency proof from my bank it was not my account check was presented to and as far as I’m concerned I am done with them.
I am done with Schwans customer service. I will pay for my products when they resolve my issue and contact me. I am creating a letter to send to the CEO & President of Schwans. They need to know how the company they run deal with issues.

I'm so saddened to have to write this review but I want to make others aware of my experience. I've been a customer of Schwans for many years and a high dollar customer. Never had a complaint and love the service and the convenience. I've been using the option where you leave your credit card on file and the driver leaves your order. This works for me as I live on a working farm and have a special shed at my gate just for deliveries. Haven't had a problem with this method. However, I placed an order and on my delivery date it never showed up. I was outside working all day so I would have heard the driver pull into my gated driveway on my very rural property. However, my credit card was charged for the items and therein lies the problem. I called customer service right away and spoke to an indifferent person who said my order was delivered. When I told her it wasn't she acted as though she didn't believe me. I told her I wanted my order and if I couldn't get my order I wanted my credit card charge reversed. After pushing her, she said she would start an inquiry and it would take 3 business days to receive an answer. I told her this was unacceptable as they had my money and I had no product. Anyway, 3 days has come and gone and no word from Schwans. I also contacted Schwans through their webpage. Someone called me and I've called her back and left two messages for her but she's never returned my calls. I told her on the answering machine I never expected this treatment from Schwans. I'm tired of chasing down people who never seem to be available so I disputed the charge on my credit card. I'm sorry about losing Schwans because it's been a great service for me. I had no idea they treated long term customers (or any customers) with such a lack of diligence. After all, I assume the customers are paying their salary indirectly. I believe Schwans owes me an apology and an explanation of what happened to my order. Whether I receive that who knows but I wanted others to be aware of my experience.

I have maybe made 4 or 5 Schwan's orders. 2 of those now did not come the day they said it would be delivered. One I finally got an email late at night saying my delivery couldn't make it that day and it would be another month for my order to be delivered. Now today's order was supposed to come between 11-2. Nothing. Crickets. Luckily, I have not been charged, but I have no idea what happened to my order. I am a very adaptable person. I just ask for a heads up if something isn't going to happen when it's supposed to.
Also, one of my orders that did arrive when said it would they did not have one of the pizzas I ordered. Isn't that the idea of having your order put in a couple days beforehand so you can have all your items arrive or be notified in advance that it is not in stock?!?!?
I have more complaints about Schwan's than praise.

signed up for a Schwan's Cares Campaign. We had some reservations because the last time we had a campaign, there were several issues that prevented us from getting our money from the company when the campaign was over. This ccampaign started in early June, their records indicate that we have only received a couple of orders and we have verified that there are several more that we have not received credit for. I called the company and gave them information on the orders that were not credited and they said "We see them, we will fix it and give you credit." They never have, they refuse to call back. We have left voice messages and emails with no response. We feel like Schwan's Cares is a scam, taking advantage of non-profits to line their own pockets. Because we were not benefiting from the Campaign, we sent an email asking them to remove the campaign all together and they have not done that and have not responded to our request.

Schwan's likes to emphasize they work directly with their customers, in a confidential and forthright effort to resolve any issues they might have. But in my case they've completely ignored my e-mails and complaints. Their driver refused to deliver my order because my freezer bag (which Scwan's provides) was "too dirty." The driver then drove away and promptly canceled my order. I inquired with "customer service," but Schwan's made no effort to address the driver's behavior, apologize, or fulfill the order. No contact whatsoever. I suggest doing some basic research into this company before responding to their ad and becoming their customer. Their reputation with consumers is not hard to discover.

On Monday, May 7th, our Schwan's man stopped by my house and gave me a catalog. I ordered two quarts of ice cream and was given invoice Invoice #: ***. The cost of the ice cream was $5.99 a quart. I was asked to pay with a credit card. I was not given a receipt nor was I informed that there was a $3.99 delivery fee. When Schwan's emailed me a receipt two days later, I emailed them twice, but they did not respond. I received a reply from them today citing:

REFERENCE NUMBER: *** Please use this ticket number in any correspondence with us.
SUBJECT: Your Schwan's Order

Dear Scott,

Thank you for contacting Schwan's Home Service, Inc. We apologize for the delay in responding to your email. We are experiencing higher than normal volumes.

Pre-orders (orders placed online or over the phone in advance of the delivery) have the following delivery fee after applicable discounts and promotions have been applied:

-Pre-orders totaling $49.99 or more, the delivery will be FREE!
-Pre-orders totaling $49.99 or less are just $1.75.

For orders placed with your RSR at the door (no preorder), the delivery fee will be $3.99.

We appreciate your business. Please feel free to contact us if you have any additional questions.

Sincerely,

Account Specialist Sara.T
Customer Care
Schwan's Home Service, Inc.
Phone:
Order today at www.schwans.com

I was not informed of a delivery fee and they are making NO effort to remove it. To be charged 25% of the cost of my order is outrageous. I explained that I am bringing my concern to the Revdex.com and the WI State Attorney General's office as it is illegal to charge fees without first informing the customer. I am asking for a refund to my credit card of $3.99. I can not even believe I have to go to these lengths. I have lost SO MUCH respect for this company and their lack of customer service.