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Businiess name:
Nationwide Candy LLC
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Review by:
citysearch c.
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Review content:
TERRIBLE CUSTOMER SERVICE AND DAMAGED PRODUCT!! I purchased candy which arrived unsealed open, all over the packing box. Customer service refused to assist and required that I pay to send it back and they would file a UPS claim and that perhaps I would get a refund in 30 days. They were unpleasant on the telephone; spoke over me; refused to let me talk to anyone else and said they would go out of business if they refunded or replaced their products everytime they were told of a damaged product. The cusomter service rep added that he himself would never eat unsealed candy. DON'T WASTE YOUR TIME AND MONEY; SHOP ELSEWHERE!!!
RESPONSE FROM Nationwide Candy, LLC:
Hi Marilyn,
I did do a little research into this and you omitted a few key points.
Customer Service did apparently attempt to assist you. From what I gathered the plastic seal that goes around two of the small tubs of candy that you ordered, broke away during transit and caused some of the candy to fall out.
We have a procedure that we must follow when something like this is reported which involves notifying UPS to investigate for us. UPS will physically look at the package and notify us of the cause. They will tell us if it was a result of their handling the package or our packing of the package.
When customer service advise you of this you apparently did not want to go this route and then demanded a refund.
Our only next step is then to have you send the package back to us for inspection. You agreed to this but only at our expense. We will not pay for return shipping which is why we have UPS go out and inspect the package on site.
I hate having a dissatisfied customer but you must understand that there are set procedures in place to address these types of problems. We have found this method the quickest and safest for both the customer and us. Customers will received a faster refund for any damages and we are protected against false claims of damages which was a constant issue for us before this procedure was implemented.
Ken Henson
General Manager
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