Godiva

Thank you for your concern in this matterIt seems that we are unable to reach Ms*** by phone, which was our hope to do because we feel that the tone of voice is lost in emailsOn Saturday 6/I mailed a gift card to Ms *** with our apologies for the misunderstanding in our boutique and the time for which it has taken to resolve this matter Ms *** did call the store earlier this week to speak with me but I had already gone home for the evening and was unreachableIt is our endeavor at Godiva to make sure each customer receives our signature Godiva Gold Standard Service, so if we fall short we certainly want to apologizeI would like to thank Ms*** and the Revdex.com for your efforts to resolve this matter.Warm Regards,
*** **Godiva Chocolatier, Inc

We have contacted [redacted] regarding the cookie tins on the 2 orders provided.  We have apologized for the cookie tins being close to the Best By Date and offered to pick them up for replacement.  However, we have become aware there may be chargebacks already filed with the...

credit card companies.  If this is the case, we are unable to replace the product.  We can pick up the product and replace OR handle the dispute through proper channels - not both. Please advise if there is anything more you need from Godiva Chocolatier. [redacted]Customer Care SupervisorGodiva Chocolatier, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I received one phone call for which [redacted] left a message last Wednesday the 18th. I work long hours and have not had time to call back during business house. I will try to call tomorrow, and the manager may reach me by email in the meantime. 
 
The representation that there have been several attempts contacts is false to the best of my knowledge.
Regards,
[redacted]

We have contacted [redacted] regarding the cookie tins on the 2 orders provided.  We have apologized for the cookie tins being close to the Best By Date and offered to pick them up for replacement. 
However, we have become aware there may be chargebacks already filed...

with the credit card companies.  If this is the case, we are unable to replace the product.  We can pick up the product and replace OR handle the dispute through proper channels - not both. 
Please advise if there is anything more you need from Godiva Chocolatier.
 
[redacted]
Customer Care Supervisor
Godiva Chocolatier, Inc.

Hello [redacted],
This is in response to the above referenced complaint filed with your office. We are attempting to get in touch with the customer and have left several messages and received no response. The phone goes to voice mail and the calls are not returned. Please note that I will continue to try to get ahold of this customer to resolve the issue.I will update you as soon as I have made contact with the customer.Warm regards,
[redacted]Godiva Chocolatier, Inc.

Review: I made a purchase of approximately $36 at the Godiva at the Brea mall ($26 after coupon). The decision was based on the sales clerks' representation there would be a promotional credit of $10 issued with a $20 purchase. Indeed, I would not have made the purchase but for this representation. The credit was never issued. I notified Godiva through live chat, and provided the store with all the requested information. The CSR stated she would direct the issue to management at Brea, but did not request my receipt to redeem the reward. I informed her I had the receipt still. A few days later, I received a notice that I had approximately three days to provide the receipt in order to redeem the credit.Management responded with information regarding promotions for other times, but did not explain the result of any discussions with representatives. A store that overcharges so much should not be so reluctant to provide a hint of customer service, particularly where its employees engage in fraudulent promises to induce purchases.Desired Settlement: $10 credit and apology.

Business

Response:

Hello [redacted],

This is in response to the above referenced complaint filed with your office. We are attempting to get in touch with the customer and have left several messages and received no response. The phone goes to voice mail and the calls are not returned. Please note that I will continue to try to get ahold of this customer to resolve the issue.

I will update you as soon as I have made contact with the customer.

Warm regards,

Godiva Chocolatier, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I received one phone call for which [redacted] left a message last Wednesday the 18th. I work long hours and have not had time to call back during business house. I will try to call tomorrow, and the manager may reach me by email in the meantime.

Review: Last month, I sent my son into the [redacted] Godiva store location to make a purchase for me using my debit card. He was told he could not use my card. He called me from the store to explain his difficulties. He said the manager would not allow him to make the purchase since he isn't the owner of the card. He told me he informed the manager that his mom was outside in the car unable to make the purchase herself due to her disability. I am unable to walk or stand longer than a few minutes unaided. The manager showed no concern and informed him that it was Godiva's policy and nothing could be done, not even for disabled individuals. Interesting enough, My son told me the other patrons in the store were never asked to show ID when paying with debit or credit cards. If it is absolute policy to ensure only the owners of cards are making the purchases, it would seem Godiva would ask for ID when presented with a card. Why should it be assumed that a male/female customer with a card bearing a male's/female's name actually belongs to him/her? My son said the manger's tone was less than sympathetic and offered no suggestions on how we could proceed with a purchase. He returned to the car. I called Godiva's customer service to gain insight on their policy and to complain. They told me it would be looked into, but it is Godiva's policy to not allow someone to use a debit/credit card if it isn't in their name. I asked her if the card was signed and he had my ID or a letter, if it could be done. She agreed these were all options that seemed viable, but someone would need to look into it. I tried again on June 1st and encountered the same problem, Nothing had been resolved. I called customer service again, who tried speaking with the manager [redacted] and was told nothing could be done. I've never experienced this type of customer service. I have never been refused service before. I am so upset. They made me feel horrible. What would I do if all businesses had the same policy and attitude? Should I as a disabled individual never have or be able to make purchases for the things I need and want? It's hard enough dealing with immobility and the inability to do things on my own, why add insult to injury. I am outraged and have never been treated with such abysmal customer service in my life.Desired Settlement: I would like a apology from the manager at the store's location and to be able to make purchases with my son's assistance.

Review: I've sent 3 gift baskets to my daughter (via website) in the past 5 years and she claims to have received none, as in not a one.Desired Settlement: Refund