The Gift Group

I ordered a gift basket to be delivered to my brother in Edmonton. I placed the order on 28 Sept 2017 when I was in Edmonton. The basket was called the *** Custom Beer Gift basket. I paid $130.00 Canadian dollars using my credit card. When the gift basket arrived on 6 October 2017 the box that it was in was all broken, the beer glasses smashed, beer broken and the cheeses spoiled. Hazeltons had sent the basket to the wrong address or perhaps it was their broker in Alberta as I now understand that it is illegal to send alcohol to another province. It wasn't even close to the address provided for delivery. It looked like the package had been opened and then the packaging was sort of taped back up and re-addressed to the correct address and forwarded on. I sent pictures of the mess to Hazeltons and asked for a refund or at the very least a new basket to be sent out. They told me that they are going to process an insurance claim through *** who was the delivery service provider. I have again asked the company to provide a refund and that I should not have to wait for them to make an insurance claim as this has nothing to do with me. They do not answer my emails when I ask them for an update. The last email I had from ***, who is Hazeltons Customer Services Manager, was 29 days ago.

10/12/2017 I ordered a custom bucket to be delivered to my husband, as a surprise on his 40th birthday. His birthday was the next business day. I chose the "Same Day Hand Delivery - Guaranteed" to businesses by 5 pm and residences by 8 pm. I specifically instructed them to get to to his workplace by 4:00pm. I also mentioned on the order note that, if they were unable to do so, to cancel it.
I got a call the next morning from Hazelton's Canada about a discrepancy with my order. They have charged me more for in item due to an error in their website. I asked for a refund. I also reminded them of the 4:00 pm deadline and was assured that it will be done.
Around 3:20 pm, I called customer service to inquire about the delivery. They said that the driver was still an hour away and won't make it by 4:00om. I was really disappointed. They assured me that it will be delivered to my home by 8:00 pm. They even reconfirmed my home address.
My husband left work at 4:15pm. He called me and said he was received several calls from a guy inquiring about when he will leave work (!) and that he is running late for his delivery. He also started to go on about how he was all these other deliveries to make to Oakville and such! First of all, my husband was the recipient of a surprise. It is beyond me why the driver will call him and not me! Secondly, it is definitely not my husband's problem if he has too many deliveries to make. Right there an then the company failed me! My husband, not knowing anything about what was going on, asked the driver to deliver whatever it was to our home address.
Despite my original request of 4:00 pm deliver, my 2nd phone request to get it delivered to my home (since they failed to keep their commitment), and my husband's request to the driver; the gift basket was still delivered to his workplace on a Friday at 4:48 pm, before a long-weekend, by the same driver who called and harassed him multiple times at his work!!!
As soon as I got the delivery notification, I called the delivery guy on his cell, begging him to get it to my home by 8:00 pm. He flatout lied about ever knowing about the 4:00pm deadline, or about the home delivery. He said, he is leaving for Mississauga and can do nothing about my problem; as if he gives a ***!
My husband came home on his 40th birthday without getting his surprise, or a present waiting for him on his big day!
The next morning I called the customer service and asked for a refund, since they have failed to do what they have charged me for - "Same day hand delivery", taunted my husband at his workplace, and caused me to lose face. She was the same person I have been speaking with all of yesterday; and yet, she went back on her words and said, they did what they are supposed to do and delivered before 5!!!
Hazelton's have totally ruined our day unapologetically. They did not reimbursed me for the original overcharge; nor they have refunded me for their failure to provide me service. They haven't even called me back to inquire about my complain.
I have nothing but regret that I took my business to them! They can't give us our day back, the least they can do is to get me my money back.

I purchased a beautiful anniversary gift box (3 bottles of champagne / wine of my choosing with "open on your X anniversary on the box) to give as a wedding gift. The website was slightly confusing as it asked me my "preferred delivery date" and wanting to give them plenty of time made it 1 week before the wedding. I received a confirmation of order and was told the tracking info would be sent to me when it was ready to ship. I never got this after 1 week and began to get worried....sent an email in and the customer service let me know that they were waiting to ship it so it would arrive on the date I selected. Totally my mistake, I misunderstood what the site was asking, and they shipped the box that day! I personally had a good experience and would buy from them again!

On July 28 I contacted Hazelton's customer service (CS) via telephone to see if they could fill an order in a requested time frame, the telephone representative confirmed and said the best way is to place an on-line order.

I immediately placed an order (Order # 48395) for "The Romantic Picnic Basket" for $259.99 and paid via credit card. This picnic basket was one of the 2 most expensive picnic basket's available through their site.

On July 31 I spoke with CS, ***, and asked that the basket be packed and shipped that day(instead of waiting til the following day). I received an email conf. from *** that the basket was packed and shipped.

I contacted the recipient of the gift basket August 9 and was sent a picture of the basket that was delivered. "The Romantic Picnic Basket" is a very distinct heart shaped picnic basket. A rectangular basket was delivered.

I called CS again and was told to email their CS Department and someone would get back to me by the end of the day. I sent an email with my complaint and requested a refund as the product delivered was not as described online.

I was disappointed as I had spoken to CS via the telephone/email on multiple occasions and I could have been advised that the product was being substituted.

I did not receive a reply by the end of the business day as promised. I followed up by telephone on August 10 and was told that a replacement heart basket was on order and I would be shipped one when it came out.

I then received an email saying that there would be nothing done for me and was quoted their Substitution Policy.

I followed up with another email quoting their Substitution Policy "We reserve the right to substitute any item with an item of equal or greater value For example, if a particular type of pasta is back ordered such as Spaghetti, we will substitute if with a closely related item at a higher value such as Fettuccine"." At that time the only picnic basket of equal or greater value was not the basket that was delivered, the Napa Valley Picnic Basket should have been substituted.

The heart shaped basket retails on the internet for $130 so I requested a refund of that amount. At this time the "Romantic Picnic Basket" was still available online through Hazelton's website.

On August 11 I received an email from CS Manager *** who now stated that the heart shaped basket was no longer available through their website. I checked and it had been removed over night. The basket had been available for 13 days even though they knew on July 31 when the packed and shipped my order that it wasn't. It wasn't until I requested a refund that they removed this item from their website. This allowed for 13 days of them potentially doing the same thing to other customers.

I believe they substituted a much cheaper basket then the one I paid for and are hiding behind their Substitution Policy.

I requested documentation showing their cost for the heart shaped basket vs the basket that was delivered but they would not release it to me.

Finally I was offered a 15% discount off a future purchase. I will never make another purchase from this company because of the terrible customer service I received.

I feel very deceived and I feel like they know they substituted a cheaper basket then the basket I ordered and are hiding behind their weak policy. Because of this policy I would never recommend this business to anyone.

I was passed around from CS rep to CS rep and was given the run around and told different things by different people.

I ordered two items to be delivered; one was perishable, one was not.
The nature of this filing is in regards to the perishable items purchased.
When I went online I was looking for a business that could deliver items to a rural address; I was shopping based on the knowledge that my mother is rural and not all businesses will deliver directly to her. I noted that the offerings were both business and residential. There is no mention anywhere that items may be left or deposited anywhere but the physical address provided.
I ordered the items, paid, and was provided electronic confirmation of the purchases and delivery dates and information. I provided a physical address where the items should be delivered and was told via email that the mites would arrive by 5PM to a business or by 8PM to a residence on the delivery date.
The items were sent, but ended up arriving at the local post office, not the physical address I had requested. The boxes were not labelled with any information (like "Perishable") so the Post Mistress took the boxes and placed them with the rest of the mail, on July 19th.
My mother did not come to pick up her mail until the 29th.
You can imagine what unrefrigerated perishables look and smell like after 10 days? They looked and smelled like that, and she opened the box, took one look, and threw the whole box in the bin.
She contacted me via email to let me know that she'd only just received the items and the state the perishable ones were in.
I called Hazelton's at my next availability - I live and work in the US so it took me a few days to get in contact with Hazelton's. When I called, I spoke to the initial person who answered the phone. She did not provide her name, and was quick to tell me that I needed to have a picture of the rotten food for her to do anything.
As stated, my mother did what any sane person would do if they received a box of rotten fruit; she threw it away. She didn't put it on the table in some afternoon sunlight and stage a photograph, so there was no photographic evidence of the issue.
I was then placed on hold. A few minutes later I was told, "we apologize, it was delivered, there's nothing we can do."
Obviously a manager made that decision, so I asked to speak to that manager.
I was placed on hold again.
I sat for about 10 minutes and was told "she's kind of busy, can she call you back?"
Well, no. I'm already invested in getting this resolved, and I work. I don't know when I'll get a call back and I may not be able to take the call then. I'll wait.
I sat on hold an additional 10 minutes, so 20 minutes in total, when the manager came on the line.
The same song and dance insued; "we apologies but we cannot control how the post office delivers items, they should have provided a notice for pick up so it's their fault, and you'll need to take it up with them."
I was agitated at this point, and it was clear in my tone. It did not help that the manager kept interrupting me - I'm already frustrated & now I'm being cut off?
I tried to reason with her using logic; I ordered a gift. I asked that it be sent to the residence, I actually selected this business BECAUSE they delivered to the residence. There is no information on the website or in the delivery emails indicating there was any chance this package would not make it to the residential address I was sending it to.
It didn't make it the recipient on the date stated and consequently sat for over a week because there was a failure to communicate that one of the packages was perishable.
The manager just apologized again and stated that there was nothing she could do and that was policy.
I asked to speak to someone above her.
I was told "there's no one that will speak to you that will tell you any different." I asked to try. I was told "you'll just sit on hold. They will not take that call." I sat on hold for an additional 20 minutes, then I was hung up on.

We ordered a 30 stem bouquet for my Aunties 80th Birthday and a bottle of sparkling wine. We live in the UK and she is in Canada so we wanted something special to mark a special birthday. What arrived was three plants because they couldn't deliver flowers on date we wanted, we communicated with them on a number of occasions prior to this delivery and it was never communicated to us that they wouldn't be able to deliver what we ordered. I have complained but have not received a satisfactory reply, they simply don't care and failed to deliver what was promised and cannot say they 3 badly packaged plants is a suitable substitute for a 30 stem bouquet

I placed 2 separate orders on Thursday May 11, 2017 with this company via their website with the belief that the order would reach my mother in time for Mother's Day Sunday, May 14, 2017 as the website states delivery is 7 days a week even Sundays.
One order contained chocolate covered strawberries which are perishable, and the other contained cheese. The orders cost over $260.00 combined.
Today is Mothers day and after checking the tracking of the order I found the orders were missing from the truck and would not be delivered until Monday.
I called Hazeltons Sunday May 14th and was told that the courier company they use does not deliver on weekends ever. I said this is unacceptable and misleading advertising. I chose this website for my products with the understanding my order would reach my mother for the Sunday.
I was told there was nothing that could be done and that was just their practice. No refund was offered and no offer of a fresh order being sent out was offered either.
I would like some help with this.
CUSTOMER

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SHIPPING ADDRESS

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ORDER NOTES

Happy Mothers Day Mom! I hope you enjoy your day. Lots of Love,

*** xoxo
receipt#***
ORDER/RECEIPT # ***
CUSTOMER

***
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SHIPPING ADDRESS

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ORDER NOTES

Happy Day Grandma!

Lots of Love,

***, *** and ***

xoxox
Shipped with ***, Tracking # ***
Shipped with ***, Tracking # ***
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$127.13
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$137.30

Yorkville has a no refund policy.

I had ordered a beautiful basket running me close to $250. I called closer to the date to double check things were in order and will be delivered.

The basket didn't arrive. 3 days later I got a response saying no one was there to receive the flowers. I stated that there is a concierge there 24/7 they side-stepped the question and said it will be delivered still.

When my Grandparent called me to tell me about the basket, they said it had dead flowers and none of the items I spent the $250.00 on were there.

I have been trying to get my money back since what I paid for never got delivered when I needed it to and it had dead flowers.

So Ive been trying to get money back but with no luck.