Godiva Chocolatier, Inc.

I placed order 1002477568 on May 9, 2018 with guaranteed delivery by Mother's Day on May 13. I was never not odors of any delay. When I reached out on May 11 to inquire why it wasn't yet shipped they informed me they had a problem with with their calendar and the gift would not ship. They had no solution or intention to deliver by Mother's Day. Customer service (Ellen) was useless and didn't care at all. I entrusted this company with this order and placed it in plenty of time. What good is a guarantee if you don't deliver or care if you miss the delivery date? Now I have to go through an incredible dilemma of trying to get my mother a gift on a Sunday (it is late Friday night) from out of state. The worst part is they would have never informed me if I didn't ask. They further told me they were aware of this problem all day but did NOTHING about it!

This is a formal letter of complaint regarding your misleading and miserly Christmas Rewards program. Every year, Godiva offers a $10 rewards card to those customers who purchase $50 or more of merchandise. I purchased a $200 6-month Godiva chocolate subscription for my mother, and waited to receive the $40 ($10 each for $200) in the mail. As I never received it, I called Customer Service, and was informed that it was sent out via email. While I was on the phone, I checked my email, and informed the representative that I had not received it. The representative, [redacted], said she would forward my issue to the team, and get back to me. She called me about 2 hours later, and informed me that as "there were already discounts built into the $200 6-month chocolate subscription," I would not be receiving any additional rewards. I told her that the promotion was misleading. She sucked in air, and gave a very patronizing, "Yes, I know. I'm sorry you misunderstood." Well, no, I did not misunderstand. This promotion offered $10 rewards cards for every $50 spent, whether it was discounted or not. I would also submit that a $200 6-month chocolate subscription is hardly discounted, as it works out to approximately $33 per month. Plus, Godiva, being a multi-million dollar corporation, probably gets shipping discounts and reductions. Thus, there truly is no discount to the consumer in that scenario. Second, the $10 rewards was a promotional offer to the customer to purchase a minimum of $50 of products, thereby increasing Godiva's bottom line. It is a small incentive for a large return for Godiva.
In short, I am very disappointed in this misleading offer, in the evasive customer service explanation, and in Godiva's unscrupulous willingness to cheat its customers. There are many other options when it comes to chocolate, such as [redacted], and even regional favorites, such as See's Candies. Next year, I'll take my business elsewhere.

Review: Have had a quality issue and have riches out to Godiva directly many times, been bounced around and have not heard back

I just want someone others me and cannot seem to get any assistanceDesired Settlement: I would like credit for these issues

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Godiva Chocolatier, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: placed an order a week ago on a clearance sale. 2 days later I get an email saying it canceled. I called over the weekend was told it was a trouble address issue I needed to speak to a supervisor yet no one was available. called today and again no one available. called the corporate office and got a call back from a woman who told me was a address issue and I stated, so I guess my business isn't valued as a customer? and she responds that is correct. GREAT CUSTOMER SERVICE! NOT!Desired Settlement: I WANT MY GIFT CARD REFUNDED BACK IN A CHECK AND A CALL FROM SOMEONE WHO MIGHT ACTUALLY HAVE A CARE FOR CUSTOMER SERVICE! PERHAPS THE CEO?

Business

Response:

[redacted] placed order #[redacted] using a gift card for partial payment in the amount of $80.25. After his order was cancelled, he informed Godiva Customer Care he no longer had this gift card for the monies to be returned to it. He was issued a new gift card, mailed to him on 12/*/15 at the billing address he gave for this order. [redacted] has been made whole.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

A gift card does me no good if I cannot place an order . I would appreciate a call back from the CEOs office.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Godiva company has messed up several of my orders this holiday season. My Uncle [redacted]'s order had to be canceled twice because they were constantly billing a credit card that was no longer active. I had to call three time to make sure or reorder the gift but their computer refused to process the correct info. I was never given a discount or an apology for all of the frustration and constant effort on my part to make sure the gift went through. I still don't know if it was received.

This made me contact my friend [redacted] and ask her if she had received her gift and other past gifts. Her answer was no, just the ones I had sent her the first year we were friends. I have e-mailed the company several times asking why and what had happened and I never received a response. This lead to me calling them.

The customer service person looked into the problem. She told me they were not delivered to the correct address or not delivered at all. We looked into it deeper and discovered that the computer had her full name as her address too. I I have never changed her address after the first order I place about four years ago that was received. I used the Godiva website address book to make sure the orders were place and sent quickly. This is a convenience that the website offers. All the money I paid for birthday and holiday gifts over the years and the gifts were never delivered. I asked why I was not informed that the gifts were not sent but I was billed. The woman on the phone told me that it was my responsibility to make sure it arrived. I explained that on their website it says they were delivered that their information was intentionally false. I told her that was unacceptable and she was not helpful or capable of helping after that. She informed me that If I wanted it resent I would have to pay for the gift and shipping again. Godiva customer service and [redacted] never contacted me to tell me they never delved the gift or delivered it to the wrong address but charged me for it. I want this year's gift resent free of charge and all of my past gifts to this address refunded including shipping. I now have to contact other people I sent gifts to, to make sure they received them. This is a very uncomfortable situation to be in. Many of my friends don't have money to send gifts back to me during the holidays. Now if I never got a thank you that means the Godiva company may have charged me for gifts that were never delivered.Desired Settlement: I want this years gift resent free of charge and past gifts that were not delivered to be refunded including shipping. I want the address corrected on the Godiva web sight address book to my friend's home. Her address is [redacted]. I expect the company to look into this problem and find out what gifts were not delivered so I don't have to call more friends and family to find out if they revived this years and past years gifts.

Business

Response:

Godiva.com is a self-service

portal. Our customers are offered the

convenience of choosing to enter and store

account information (such as their credit card numbers, billing address,

telephone number) and an address book to enter

and store recipient names and addresses.

None of this information is accessible by anyone but the individual

customer, and cannot be edited in any way by anyone other than the individual

customer.

[redacted] placed three online

orders in December 2015 and as she represents, used her personal address book and

stored account information to place them.

Once an online order has been

placed, our customers receive an email confirmation of their orders, detailing

the recipient(s) name(s), address(es), merchandise ordered, delivery

method/date, etc. When orders are

shipped, customers are sent a shipping confirmation with a tracking number for

the package(s) shipped. All delivery

information (date, time, place) can be found on the carrier’s website.

[redacted] created her own

account information and address book, which apparently needs updating. [redacted] had the opportunity to review

her orders before placing them to verify that her packages would be shipped to

the correct address(es), and again when she received her email confirmation of

each order. [redacted] was provided

with the [redacted] tracking numbers by which she could track her packages to see

exactly when each was delivered.

Godiva fulfilled her orders,

as she placed them, in good faith.

Godiva cannot accept liability for packages shipped blindly by customers

who have not verified whether the information with which they place orders is

accurate, whether that is a recipient’s address or the credit card used for

payment.

As a customer service

courtesy, however, Customer Care offered to reship her package to “Rachel” if

she provided a corrected address. She would

not be charged for the second box of chocolates shipped but only for the cost

of shipping as Godiva would be charged for same. The offer was adamantly refused.

All order details, shipping

and delivery information can be provided again at any time to [redacted].

Review: I have called Godiva customer service at ###-###-#### (the customer support line) every single month for almost 12 months at this point to remove myself from their spam advertisement mailing list. I have been promised numerous times by their customer support staff that my name and affiliated mailing address will be removed from future mailings, but low and behold, next month I receive another spam mailing advert from this company. As this has become an egregious breech of customer privacy and waste of environmental resources, I would like for more direct action to force them to stop mailing me. This is the most aggressive advertising campaign I have ever been subjected to, beyond what seems should be acceptable. I have begun recording calls made to the customer support lines and marking down dates that I have called them to explain the persistence and violation of personal privacy this company is violating. I feel as though there is some point when a business needs to respect the wishes of the individuals they are constantly spam mailing.Desired Settlement: I wish to NEVER, EVER have Godiva Inc. send a mailer to my address, email or otherwise ever again.

Review: Godiva Chocolatier Inc, sent an advertisement via email offering free shipping and delivery by Mother's Day 05/**/2015 if the order is placed prior to 1pm EST on 05/**/2015. The email stated I would not be charged until my order left the warehouse. My card was charged on 05/**/2015 leading me to believe my order was shipped. However, I did not receive an email with a tracking number. I did not receive a notification that the shipment would be late. I called on 05/**/2015 and the representative told me she doesn't know why my order wasn't shipped and that my mother would receive her gift on Monday. I was also promised a call back from a supervisor on Monday and I never received a call. I chat in to customer service on Monday 05/**/2015 and the first representative stated she would not receive it until 05/**/2015. We got disconnected on chat. I chat back in and the next representative [redacted] stated they do not deliver on Mondays because the chocolate will melt if it sits in the truck over the weekend. I ask her when my Mother will receive her gift and she states she cannot tell me a date until the tracking number is generated. This company used deceptive advertising to get me to place an order. If the shipping was not guaranteed by Mother's Day I would not have placed the order. The company guaranteed shipping by Mother's Day when they had no intention of delivering the shipment by Mother's day 05/**/2015.Desired Settlement: A full refund and for them to change their advertisements.

Business

Response:

Godiva Order [redacted], Web ID [redacted] from [redacted], ** to [redacted], ** filed on 5/**/2015 at 10:04 a.m. ET for delivery before Mother's Day. The order was investigated and ecommerce and IT are trying to determine how this one order out of 309 orders placed in this 5/** 10 a.m. order did not file properly. The buyer was given free shipping and 30% off the order for the late arrival.We will not dispute the additional claim as a good faith gesture and credit [redacted] the balance of the order - sending $79.70 worth of merchandise to [redacted] at no charge.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,