The Hershey Company

January 25, 2017Dear *** ***:Thank you for your letters dated January 3, and January 14, I was just assigned to respond to your lettersreviewed the information that you sent to me about the customer's complaint.We have addressed her incident that she reported about the ***
being heat damagedWe sent the customer $in *** gift codes on 10/13/and again another $in *** gift codes on 11/11/We asked for photos of the sales receipts and the customer did not provide a full copy of the receiptThe photo sent I have enclosedIt does not show the date of purchase on either receiptIn an effort to resolve this incidentI am going to send a check to the claimant in the amount of $This will be a total of $for her unfortunate experience with one of our products.After receipt of the check, her payment is considered full, final, and complete settlement of your claim against The Hershey Company, and any and all other parties arising out of the incident occurring on or about 11/7/2016.Sincerely,Candy W.Claims Adjuster,

September 2, 2014Dear [redacted],Please let this letter serve as our official response to your request for information regarding a consumer complaint that was submitted to the Revdex.com,Complaint ID: [redacted] Re: [redacted]In reviewing [redacted]...

[redacted]'s complaint, he ordered an item from the Hershey's Store (www.hersheysstore.com) on 6/30/14. He did submit an email to request to cancel the order immediately after. However, we were unable to cancel the order ahead of reviewing his email and the order shipped on 7/1. He contacted us by phone on 7/3 and a representative issued a refund for $19.99 for the shipping and handling. The notes indicate that the customer was going to refuse delivery, so the product would not be delivered and a réfund would be processed once the package arrived back to us. The package shows delivered to the customer on 7/3. On 8/22, a credit of $44.95 was applied to [redacted]'s credit card in response to this complaint, [redacted] has now been credited the total purchase amount of $64.94,We strive to provide exemplary Customer Service, and our goal is to have a satisfied customer at the end of every transaction. Because of [redacted]'s dissatisfaction with his experience and that we failed to meet his cancellation request, we have credited him in full for the purchase with our company.If you should need any additional details in regards to the complaint, please feel free to contact me,Sincerely,Christine B

The Hershey company is giving me an issue with a refund on an online order.I only want refund on 2mugs and2 meal vouchers.I ordered tickets and when prompted for the extras I pushed no when I received email these were added on and charged to my discover I called and emailed rite away no response to email and the lady I talked to on phone said I needed to go to [email protected] nothing comes up. Don't know what the problem or game is.all I want is refund for the mugs and vouchers

Review: I won a promotion from Hershey Company about 1 year ago to this date. I bought a single Reeses Cup from a store near me in [redacted],MD. I went home followed the instructions on the back of label and the code said I won a free copy of NCAA 2012. I filled out my info correctly and selected the game was suppose to be for Xbox 360. I didn't hear anything more for couple months. I contacted them in December of last year saying I have yet to receive the game. I person got back to me 4 days late saying it was shipped and should arrive in 4-6 weeks. I waited until a while until recently. I sent a e-mail back a week ago and took them until late last week to get back to me saying the item was shipped and they no longer have the product in their warehouse they apologize and sent me 9 dollars free of product.Desired Settlement: Now I told them in a e-mail it was okay I didn't want the coupons but, to send me 8 dollars of coupons when they ripped me off a 60 dollar game it makes no sense. I don't know what I want. Would I like the game? Yes but, like I sent them in my 2nd e-mail I don't care what happen I just want to know what went wrong that they didn't file through with promotion give away.

Business

Response:

9/5/13

Dear [redacted],

We appreciate your taking the time to contact us about the consumer [redacted].

I have attached notes of our contact with this consumer. [redacted], our clearinghouse has record of sending the game to him on 2/20/13 and it was not returned as undeliverabie.

We have fulfilled out obligation. We do not know what happened to his game once it was shipped. We have no more games available to send to him.

Sincerely

Review: Well, we were enjoying some Jolly Ranchers and everything was fine until my fiance spits his out and says, "What is that?" I grabbed his Jolly Rancher and looked at it and was a little grossed out. I asked him if he had bitten it at all and he had said no he wanted to enjoy it longer so he just sucked on it rather than chew it up. So I kind of touched the object that was sticking out of the candy and it was sharp as a rock. I asked him how he didn't notice it before and he said that he thought it was just a sharp piece of the candy at first. As he wore more of the candy away he noticed that same spot was still hard and sharp. That was when he decided to spit it out and look at it, and that is when we noticed the foreign object protruding from the Jolly Rancher.Desired Settlement: I would like to know what was sticking out of the candy and how they are going to fix this type of contamination. This could have been a younger child and they could have gotten injured. Luckily, it was an adult and they knew to spit it out. No one was injured so I am not looking for a money settlement. I would just want the company to recognize their mistake, apologize and fix the issue. I love Hershey candy and chocolate and hopefully they will be responsible about this and a little caring.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Tue, Oct 8, 2013 at 10:44 AM

Subject: Buisness Complaint

To: "[email protected]" <[email protected]>

Hello,

My name is [redacted]. I just received an e-mail from you confirming my complaint against The Hershey Food Company. My complaint number is [redacted]. I was messaging you back because you asked me to let you know if the company has gotten back to me about it. They asked me to provide a UPC code of the product, but it was thrown out. They also asked me to send them the piece of candy that was bad and I also decided that, that was not an option I feel they are trying to get rid of the evidence. I also was told that they want to refund me for the whole bag of candy I had purchased. To be honest it isn't about the money spent on said candy. It is the fact that if my fiance would not have been careful he could have cut his mouth on the sharp object. I can only imagine if this would have been a child eating this candy. I should also let you know that I still have the candy, but it started to melt on the piece of paper I had it on. It is still the same and still has the object in it, but it is now melted to the piece of paper. I have it in the freezer so it does not melt any further. Thank you for helping me. I feel this is a serious issue.

Sincerely,

Business

Response:

October 10, 2013

Dear **. [redacted]:

We have received your correspondence for the above named consumer. Please be advised that she has contacted our company and we have spoken with this consumer several times since her initial contact on October 5, 2013.

Please note that we have asked to have the product and object to be returned for Quality Assurance evaluation and have reimbursed her with a goodwill check.

Thank you.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Although I do not understand how Goodwill has anything to do with it, I am tired of dealing with them.

Regards,

Review: I purchase many bags of Hershey candies every week. On the last few times I purchased the candy, there were over half empty wrappers in every bag. I went to many other stores but had the same result. I then contacted the Hershey Co. about the problem and sent them the empty wrappers. I received a letter to contact them which I did. The customer service person I spoke with kept trying to tell me it was my fault for the empty wrappers.Desired Settlement: I had over 20 bags with this problem. It was Halloween also.

Business

Response:

November 19, 2013

Dear **. [redacted]:

We have received your correspondence for the above named consumer. Please be advised that he had contacted our company to file a complaint.

We want ail of our products to reach our consumers in the best possible condition. It concerns us that this consumer had purchased a product that he considered defective; however, there are some discrepancies in his complaint.

In order for our Quality Assurance Department to evaluate his complaint, we have requested that he return the defective product. I also reimbursed him for the initial six bags of product he purchased.

Enclosed please find a copy of the letter sent to this consumer. If I may be of further service please call me at the number below.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:---------- Forwarded message ----------

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Thu, Nov 21, 2013 at 9:34 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Nov 20, 2013 at 4:35 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

I reject the business response because of false statements.

Review: I ordered a chocolate bar late monday night as a gift, but the person I bought it for did not want it. Within 20 minutes of ordering the bar, I submitted a request to cancel the order. I received no response on Tuesday and checked the status of my order to see it was in 'Managerial Review'. Thinking my process had gone through, I didn't worry. On Wednesday (the day I write this complaint), I get an e-mail that the Hershey's store could not comply with my request because the chocolate bar had already been sent out. This is corrupt business practice. There is absolutely no way that chocolate bar left the factory within the 20 minutes I placed and cancelled the order. Also, for the factory to e-mail me today is negligent customer service and is also unacceptable. I will not be buying anymore Hershey's products (which far outweighs the business from this one chocolate bar) until I get a full refund that I deserve.Desired Settlement: I want a FULL refund that includes all shipping costs.

Business

Response:

September 2, 2014Dear [redacted],Please let this letter serve as our official response to your request for information regarding a consumer complaint that was submitted to the Revdex.com,Complaint ID: [redacted] Re: [redacted]In reviewing [redacted]'s complaint, he ordered an item from the Hershey's Store (www.hersheysstore.com) on 6/30/14. He did submit an email to request to cancel the order immediately after. However, we were unable to cancel the order ahead of reviewing his email and the order shipped on 7/1. He contacted us by phone on 7/3 and a representative issued a refund for $19.99 for the shipping and handling. The notes indicate that the customer was going to refuse delivery, so the product would not be delivered and a réfund would be processed once the package arrived back to us. The package shows delivered to the customer on 7/3. On 8/22, a credit of $44.95 was applied to [redacted]'s credit card in response to this complaint, [redacted] has now been credited the total purchase amount of $64.94,We strive to provide exemplary Customer Service, and our goal is to have a satisfied customer at the end of every transaction. Because of [redacted]'s dissatisfaction with his experience and that we failed to meet his cancellation request, we have credited him in full for the purchase with our company.If you should need any additional details in regards to the complaint, please feel free to contact me,Sincerely,Christine B