The Gift Group

They say they contact the recipient even though they don't bother.
Now they want me to pay another delivery fee!

. Please note, this company is also known as BroCrates, Bro Crates, or Brocrates. This didn't come up in a search for me, and I wish it had. ***. The product is subpar, the customer service is terrible, and there are hidden shipping fees that they don't disclose up front and then charge your card without warning.

August 6th 2019, I placed an order (Order#***)

This was an order for IRIDESCENT FANTASY SUCCULENT GARDEN "Love succulents, but not sure how to bring them all together in a space? Then the Iridescent Fantasy Succulent Garden from *** is just the thing for you. Composed of various kinds of succulents, this arrangement makes for a great addition to a space and is even the perfect gift for any occasion"

With next day delivery guaranteed by 5pm for business office delivery (which this was)

1) When delivering, they came into the building, didn't follow instructions, and gave it to a random employee out of 700 we have.
2) What they delivered was something completely different. Instead of an arrangement, they sent (6) individual potted plants, in a wooden box that closes on top of the plants. The pots had tissue paper between them- which made the whole thing look horrendous, & not like a gift work $100.
3) 3 of the plants had ripped leaves
4) the condolences "card" was a piece of paper folded

Now calling to get ask them to switch the plants, take them back, give me store credit, another arrangement, anything.
1) customer service rep kept sighing on the phone, not wanting to deal with any of this, telling me it's above her pay grade
2) give me an email to escalate it myself because it's above her pay grade.
3)Emailing the email provided, they reply telling me that they have every right to substitute based on the availability of their stock for something equal or grater value.
4) my point is 1) their website should have indicated that the product was sold out. Like every other retail store out there- you type it into the description or you update the image.
2) Other brands I have worked with in the past- Florists- call, and tell me they are out of something and we come to an agreement and a compromise.
3) there is no possible way that what I received is of equal or greater value- based on the other succulents and arrangements they have on their website. The arrangement I wanted- had at least 16 individual succulents/cacti all planted in 1 rectangular wooden container. What I received were 6 individual clay pots in a box- you would not display them as a floral arrangement as the lid of this box is meant to close and not stay adjusted, or completely flat open, which is then useless and not a floral/cati arrangement.
4) After they ridiculously copy and paste an answer- obvious as it was talking about birthdays and anniversaries, they stop responding to my emails.
5) I start contact them on their online chat, after a being told the refund has already been refused, I explain that it doesn't have to include rushed shipping fees, and it doesnt have to be cash coming out- it could be a store credit or gift card to be used later.

they would hang up on me, not respond to emails and now they don't even let me ring the online live chat agent. They were telling me that this is all based on personal assessment that there was nothing viable.

6) Going onto their website to rate and review the products, they have their automatic response as, thanks for the review, once it has been approved by shop manager it will be posted. They censor their online reviews and delete the bad ones to keep their ratings high and compare them to *** or *** where they have like a 3on their website its like nearly 5*

This is not how you retain customers.

I ordered the Tea and Treats platter from Hazeltons.ca on May 8th 2019, Order# ***. I added on a rare Raspberry Chocolate fudge cheese and Cupcakes. I paid $125.98 with my *** CC.

The basket was supposed to include the following:
-Poom Glass - The innovative double-walled glass (substituted for a plain white ceramic mug)
-Tea Forte Sampler - Medium Tin - 6 pyramid infusers with 1 infuser of each: Chamomile Citron, Earl Grey, Black Currant, Raspberry Nectar, White Ambrosia, Green Mango Peach (substituted for 1 box of Canada True Maple Herbal Tea)
-Wild Blueberry Jam (Sub raspberry Jam)
-Gourmet Roasted Almonds and Dried Tart Cherries covered in Dark Chocolate (Sub Aww nuts sea salt almonds)
-Greek Styled Yogurt Covered Pretzels (sub for something with peanut butter)
-Hazelton's Gourmet Biscotti (sub for hazelnut waffers)
-Minteas Tin (sub for different mints)
-Two Square Ceramic Dishes on a Large White Ceramic Tray (was not even delivered that day, was sent the next day after I submitted my complaint to them and notified them that they forgot this item, but was only sent one long ceramic dish with little divider humps)
-ADD ON Rare Cheese, Cedar Valley Raspberry Chocolate Fudge Cheese (sub *** Traditional Blue Cheese)
-ADD ON Cupcakes that were delivered

The order was delivered on time on the 14th of May 2019. After finding out that it was completely different from what I ordered, I submitted my 1st complaint(ref XXXXX). After a few back and forth emails that day, I was copied and pasted their substitution policy as an answer for my issue (which stated that items can be subbed and in rare cases a whole basket can be, but will be subbed with items of equal or greater value). I informed them that the items that were subbed did not follow their policy and were in fact of lessor value than what I ordered. A follow up email was sent on the 16th of May, I was informed that it was sent up to the management level to be looked at. After not hearing back from them I sent an email for a status update on the 30th of May. Which I got no response from.

I opened a new ticket on the 13th of June (ref XXXXX) to which I never received a response or any action on.

On 27 June I opened a 3rd ticket (ref XXXXX). I asked for a contact number to talk to customer service, but was informed that they only handle that via email. I was asked to supply them with my issue, which I responded with the following.
The cheese that was substituted was *** Traditional Blue Cheese - $9.75 from your site. I ordered Cedar Valley Raspberry Chocolate Fudge Cheese $13.50
The box of tea that was sent runs for around $3-4 a box. The tea that was supposed to be sent runs for $12 or upwards
The ceramic mug that was sent is easily $1-5 max. The glass that was supposed to be sent runs for $12-15.
This is just three items and easily the difference is $25. Not to mention that plain sea salted almonds is not an equal sub for Gourmet Roasted Almonds and Dried Tart Cherries covered in Dark Chocolate

I did not get a response back from that, so on July 1st I sent an email requesting an update. I was informed it was a holiday in Canada and that they would get back to me shortly. After not hearing anything back by Aug 1st I sent another email requesting a status update. Still nothing heard and on Aug 21st I sent another email this time stating if I did not hear back in a timely manner I would file a complaint with the Revdex.com. I got my response back quickly then, but only to be told yet again that they have their sub policy and they would stick to it. I informed them yet again that they did not adhere to their policy of equal or greater value sub items. So today I sent a final email informing them that I would be submitting this complaint.

One final note, I was sent an email shortly after ordering the basket to give a review. I left a 1 star review with what happened. That review was never posted the their site, but 4-5 star reviews have been since mine.

I ordered (MY ORDER #***) (total cost $205.14) a custom BASKET off the company website and chose from the photos they provided. The BOX of items was delivered on Aug16, 2019 but was delivered damaged. Broken beer bottles, shattered glass was all over all items in the box.(A note was also made by *** Courier, on the bill of lading that the item was damaged) I immediately contacted their customer service by email and sent a photo. *** responded that the one photo was not enough and they needed to see all the items that were damaged. I then sent more photos and also stated that what they sent, was not what I had picked out off of their website. I then got a response from *** apologizing about how the item was shipped, but they could not refund me because the damages occurred while the order was in transit with the courier. But they would gladly send a replacement because of the photos I provided. He also went on to say that they were delivered in the basket I selected and paid for. Which is not true, as I can clearly see from the phots that they shipped a bunch of items in a wooden box with some Styrofoam chips and hay and not presented like the baskets shown on their website. I received no response from *** when I went on to say and show photos of what I picked off their website. I then get an email from *** again stating their terms and conditions and sometimes substitutions are made, and how the photo I provided was irrelevant to my order as it was a custom basket. (Which they let you choose from) and then they're irrelevant? I responded that due to the ways they are handling this problem, I did not want a replacement but a full refund, as I am extremely unhappy with their responses. I have not heard from them and have now sent them 3 more emails asking why I haven't heard anything from them on this issue.

***Document Attached***
The company operates as Hazelton's but on my *** statement they show up as Basket Gifts, but their correspondence to me shows The Gift Group. Not really sure what company you *** have contacted. I have since found some reviews online that state that 95% are unsatisfied customers with bad things to say about this company. Very similar to my complaint.
Please see the following link for the reviews. ***
This company needs to stop doing business, they do not know how to conduct themselves in a professional manner.
I have included more info by files attached, some email correspondence from them and some screen shots off their website. Also, I have never received a replacement of any sort and I have now attached the bill of lading that is marked that the package was delivered DAMAGED.

Our son is in a sober living house, a 3 hour drive away. We weren't able to visit him on his birthday. I had been off work for some time due to health issues and money was fairly tight. My husband and I decided we should send him a gift basket so he had something on his birthday from family.
After much searching and reading reviews, we settled on Hazelton's as they were the only gift basket service online that would allow us to fully customize our basket. It was important that we get to choose exactly what we wanted to send and not choose some generic gift basket. This was his first birthday in 9 years that he would be clean and we wanted to make sure we celebrated that fact!
We spent over an hour searching through all the options and choosing just what to send. After taxes and shipping, the order totaled over $130CAD so it was a big spend for us at this time, but worth it to send him a custom basket. The order arrived with a smashed cake, everything we had chosen had been changed, and half the things we paid for weren't included. It was supposed to have been gift wrapped, but instead everything was put in a box. Of course I emailed the company with pictures of the order as well as photos of what SHOULD have been included. The response I got was mediocre at best. They offered a $30 credit for the cake, but shrugged off everything else saying it was in their policies that they could change whatever they wanted... At NO point during the choosing, purchase, or checkout process was there a prompt or notice of any kind that they could change the entire custom order. Had there been, I would have chosen a different Avenue. The customer service "credit" would only cover a new cake, but I would have to pay shipping again and they suggested I use a one day shipping method... at nearly double the cake cost.. After several emails in which I was polite but understandably upset, I informed them I would be contacting the Revdex.com and they ceased communication. I am appalled at the lack of caring.
Product_Or_Service: Custom Birthday Gift Basket
Order_Number:

Website makes multiple claims about same day or next day delivery in various areas. Search results on *** come up linking to sites that appear to be local in various states in the US. Following links does not state this is an out of the country run business or that these delivery terms are only for certain areas. There are hundreds of reviews on social media stating the same issues with Hazelton's gift baskets. Called ordering and received the same person on the phone 3 times. Both she and customer service stated they had strict policies against refunds and wouldn't be accused of being misleading on their website. It seems very much like a *** and most reviews outside of their own website stated the same. Hundreds of reviews stating this was not delivered in the time promised or product delivered was not what was stated.

I ordered a $60 glass bowl desert terrarium for my wife. It was supposed to include succulents and desert roses, it was also to include a Housewarming card. What arrived was absolutely NOTHING like what I had ordered. What arrived was a cheap wooden box with 3 mismatched plastic pots and 3 green plants of who knows what they are. The "card" was also just a rolled-up piece of paper printed from a regular printer in b/w. And the topper, they sent a copy of the invoice with it! It's nice when the GIFT recipient finds out exactly how much you spent on the gift.

Customer service has been unresponsive and refuses to acknowledge a problem. It's completely unacceptable.

Online purchase date of 07/21/19, via Hazelton's online website. A gift basket titled "Chocolate for Everyone" is to be delivered 7/22/19 to Santiago, Chile. The basket is delivered on 7/22. The product is viewed in pictures by customer and customer notes nothing matches the description of the product. Customer service is only available via email. Photos are provided to customer service rep, ***, of The Baskets Group. The response is that "hey the items weren't available so we substituted, its in the terms and conditions". The terms and conditions are viewed, but the items in the basket are not "similar AND equal or greater than value of purchase". Customer asks for proof of cost, an itemized receipt, to verify equality. Customer Service ends communication with customer, customer is left unsatisfied. *** the cost of the basket was listed at $148 USD. not including Taxes and Delivery cost. The items purchased were simpy put "Chocolates, a lot of them" and a bottle of White Wine ($22). The items delivered included: Canned Cherries, Canned peaches, Blue Cheese, Canned Herrings in Cream Sauce, Olives, Cookies, and 2 bottles of Cheap Wine ($7 bottles). I've asked for a refund and no refund will be provided.

I ordered a cake to be sent to a recipient in the US on the 16/7/19 as it was a birthday gift, when it arrived 3 days later, the cake was packed with no care and was just a pile of crumbs. When I contacted the company they told me their terms and conditions stated I ordered perishable items at my own risk as they don't recommend more than one day delivery times. As I have sent perishable items to the US over a delivery period of 2 weeks, I believe this statement is false as my items were intact just as I sent them as I ensured they were packed with care. If I could send home made cookies without one being broken then I believe a company who has many packing methods at their disposal should be able to ensure 3 day delivery without any issue. They refused to refund me $130 so all that the recipient received was a balloon. I explained that they should be putting the consumers first and if perishable items are not recommended to be sent with more than one day delivery then in good conscience they should not give any delivery options stating otherwise. Their terms and conditons regarding this perishable item policy is very vague and no packaging information was given, therefore I expected no issue as I have sent similar items over a two week delivery period without incident. I believe they should reword their policy and take out the delivery options which do not guarantee item is delivered to the customer's satisfaction. Very misleading and very disappointed

I ordered 2 gifts, paid extra for same day Sunday 14th delivery. The first was to be the Vintage Rainbow Floral Gourmet Box Set, with assorted roses, fresh flowers and macarons in a lovely round lidded box. What was delivered was a few sad looking flowers (not roses) and a few chocolates (no use to the recipient) in a square open box. The second order was to be Perfect in Pink Exotic Orchids. What was delivered was an aloe vera plant and something else (don't know), in 2 small sad pots.
I e-mailed the company, with pictures, of what was advertised and what was delivered. No response. I tried their online chat 3 times, but once problem ID# was written, I got a message 'sorry we missed your call'. Today I got someone named *** on the phone. He said he could see the e-mail with the pictures, but sorry, these could not be delivered as advertised, nor could I get my $175.+ refunded, citing terms and conditions. I said I understood sometimes the need for substitutions, but they are never of lesser value if this is a reputable company. I said I could have bought what they sent very cheaply, aloe vera is no substitute for orchids etc. I asked, for clarification, if there was nothing he could do for me. He again said it's written in the terms & conditions. So I said 'this company is a *** then'. He asked me to hang on and then he hung up the phone
Product_Or_Service: Flower arrangements & gifts
Order_Number:

I ordered three different terrarium arrangements (titled: Green Aura Succulent Terrarium, Foliage Life Fern Terrarium, and Circle of Life Succulent Terrarium) from Toronto Bloom's website on June 13th with a delivery date to my address on June 23nd. The substitution policy states that an item in the arrangement may occasionally or rarely be altered but that they maintain the original theme or aesthetic of the described/pictured item on the website. The arrangements that I received today (totally 169.47 with tax) all look identical to each other (which is confusing as I ordered three distinct arrangements) and do not retain the original theme or aesthetic of the arrangements I ordered. I am unable to present these as gifts which I had intended. The arrangements in all aspects/items are different and do not bear any resemblance to the products advertised on the website. Thus, this is not in line with their substitution policy terms. I have attempted to reach the company by phone on June 23rd (3:31pm, 3:37pm) and 24th (10:16am) and have left a message with them to contact me. I also sent an email outlining the problem along with pictures of what I received and what was expected. ***
Product_Or_Service: Aura, Foliage Fern, and Circle of Life Terrariums
Order_Number:

To Whom it May Concern,
I placed an order for a 3 month flower subscription for Mothers Day.Ordered May 3rd, ***XXXXXX. Payment amount $163.85- REQUESTING A REFUND DUE TO ISSUES NOTED BELOW.
The flowers ordered were described as:
Classy and sophisticated, the Muted Pastel Flower Subscription from Toronto Blooms is a definite classic. In soft and mellow hues that are great to accent any space, this floral bunch works perfectly well no matter what the season.

What we got were CHEAP, LOW END flowers that were NOT muted pastels at all but were bright and mis-matched, mostly just leaves not even flowers, nowhere near the value of the type of flowers we had ordered, and were nearing the end of their life, already brown at the edges and wilting and dead within a few days. They were not classic, sophisticated, pastel, soft or muted in any way. The value of the flower shown online and the value of the flower sent is not the same at all. The photo shows a quality, expensive bouquet and this "bouquet" of random flowers is worth $10 AT BEST....

We contacted the company May 14, 15, 16, 18, 21, June 4 following up with various emails explaining that we hadn't got what we ordered and wanted replacement bouquet etc. They basically responded that they had run out of the flowers that we had ordered and thus had just decided to send whatever was left over and whatever they wanted... which is obviously unacceptable. We did some research and found this company (The Baskets Group) has a 1 star rating on both the Revdex.com and Trust Advisors as they are doing the same to all their other customers. They take the money of consumers who order a particular item and then send whatever they want, often in a horrible state (smashed, dying, even sending rotten fruit when people order fruit baskets...). We were also supposed to get our next subscription delivery already (we wanted to cancel but they won't allow it) and still haven't gotten this second bouquet as per their supposed schedule (first Monday of every month). Not sure IF or WHEN this second bouquet we pre-paid for is coming. I want nothing to do with this company and think its horrific how they are *** people.

Incredibly poor customer service! Asked them to call my aunt before delivery, they did not. They left a message the next day for my aunt then called me to tell me I would have to pay another $15. plus tax for re-delivery and I approved, trying to say that I instructed they call first but I could not get that through to the person.. She called them back. They asked her what her order number was and what the package was. She did not know because it was to be a surprise! Finally got that sorted and they promised her delivery that day by 8 p.m. Nothing showed up. Called them this morning, after leaving a message last evening and sending an email and got an extremely combative "customer service" rep who was still arguing with me as I hung up! He told me they will "try" to redeliver it today but that as it was an extremely busy Mother's Day weekend, he wasn't sure. That is why I asked for delivery on Thursday. Apparently my fault for not paying extra at the time of the order to have a specific delivery time! Also my fault for not allowing them to leave a cheesecake and chocolate covered strawberries on the front door of her apartment building! Also I am obviously not very bright because they are "obviously" not going to leave her an order that is no longer fresh.

Also known as "Hazelton's Canada" and is an online gift basket company.

I ordered a "Handmade Chocolate Dipped Strawberries Apple Basket
Small - Approx 16 Strawberries".

What was delivered was an ugly ceramic mug like thing painted like a football!
It was for a birthday, how embarrassing.

They do not answer their phone line.

Ordered a Flower Gift Set (18 White & Red Roses) and Snacks Gift Set. Upon delivery, it was discovered they had sent wrong items. The flower set was switched from roses to random potted plants and snacks gift set had different snacks all together than what was indicated on the invoice. This was a gift set for my fiance for our anniversary while I was working at sea.

Sent emails to hear the explanation of this situation directly but only received replies saying in accordance with their terms and policy, they reserve the right to switch any item. They also wrote they felt they did not need to contact me to let me know of the changes prior because they deal with so many customers on daily basis.

This is a very *** behaviour never heard of practiced anywhere in this industry.

On March 19, 2019 I placed a $115.24 order for a gift basket on their website Hazeltons.ca (Order HC290950) and paid via ***. I paid extra for Xpresspost delivery which is advertised as "Guaranteed" to arrive the next day (March 20).

The gift basket did not arrive until March 21. It was a birthday present so the birthday was missed. I was embarrassed and the intended recipient was so disappointed. To add insult to injury, the company did not even send the correct item when it finally did arrive on March 21 one day late.

I called the company to try and get a refund since they did blatantly break their "Guaranteed" delivery promise. They then informed me that they had a no refund policy and after I pleaded my case to them the most they were willing to credit me for was $5.

It is worth adding that when I placed the order on the website on March 19, I had cared so much about this birthday present arriving on time that I also called in just to make absolutely sure that the order was guaranteed to arrive on March 20 and I was assured by the customer service representative that I talked to that it would be.

On March 17, 2019, I ordered a gift basket from HAZELTON'S USA to be delivered to another address for their anniversary - Order# *** (*** & ***). They received the gift basket on 3/20/19 and contained rotten apples and pears that were clearly bad for a long time due to the amount of black mold on most of the fruit. They contacted customer service and submitted picture of the rotten fruit and broken basket. They refused to send a replacement or issue a refund. I also asked for a refund and was refused. The gift basket was $83 and I believe we deserve some compensation for the terrible product and service. Here are the customer service agents we complained to: *** CSR Customer Service Agent ticket XXXXX The Baskets Group Email: @thebasketsgroup.com, Chat on Website : March 20, 2019, https://www.hazeltons.ca/pages/contact-us Attended By : ***. I have transcripts and pictures of the badly rotten fruit and broken basket that were also submitted to customer service.

I placed an order with Hazelton's on Dec 13, 2018 none of the baskets on this order were delivered. I followed up and was initially told that I should have received email confirmations. I responded and told them I did not receive and never heard back from them again. I placed several calls and emails and received no response or refund. The last few times I called the number on their website I was placed on hold. On one occasion I stayed on hold for 1 hour no one picked up! As mentioned I sent several emails requesting them to provide confirmation of delivery, and got no response. Then sent an email requesting a refund and also received no response!
I also followed up with the intended recipients of the baskets to confirm that they were not received! No one from the organization has contacted me or issued a refund to my credit card. I spent $642.94 for goods that were never delivered!! While realize that Christmas has to be their busiest time I believe that if you're not able to fulfill the contract you've agree to fulfill then you accept your loss and give the customer a refund since you were not able to deliver!

A Tasteful Canadian Gift Basket was ordered online from Yorkvilles.ca on 2/23/2019. Order #YCXXXXXX. Price of basket was $179.99 CAD + $20.00 CAD wine upgrade for total charge $199.99 CAD charged to our ***. The website description of the basket "Celebrate Canadian culture with the Canadian Gift Basket which features Canadian products such as *** Icewine and *** Meat beef jerky, as well as a Canadian moose plush animal and other assorted goodies. Basket received 2/26/2019. We received the ordered, upgraded Icewine. The only Canadian product received was box ***'s fudge. 1 box of Italian chocolate biscuit cookies and the remaining items were from the US. Beef jerky is from South Carolina. *** dark chocolate strawberry candy and ***'s *** chocolates, both in heart shaped, Valentine's Day boxes. An additional red, heart shaped tin contains a large cookie, unwrapped and with nutritional or company info. 2 bags of unsealed nuts (almonds and pistachios), 2 blocks of cheese from the US, 2 bags of unsealed gummy candies, 1 bag sealed gummy bears, a large jelly of red jelly from France, 2 wine glasses, a small white candy dish a small red plush bear and a small, red plush heart with 'love" written across it. All contained in a Paris basket (which was also slightly broken upon arrival).
My husband, *** immediately contacted them via phone, which indicates that customer service can only be reached via email. He then emailed them. Customer Service Agent *** emailed him the next day indicating that they reserve the right to substitute any item with an item of equal or greater value. He did note that we did not receive the strawberries which are pictured on their site or a replacement for them and would be happy reship that item. We responded that the whole purpose of the basket was to contain Canadian items and that is what we wanted. He will only agree to reship strawberries and an empty basket to replace the broken one received.