Abysmal Service and Missing / Damaged...
On December 14, 2015, I placed an order for three "A Lump Of Coal..." baskets, each one to be sent to a different address on December 22, 2015. At NO point was there any indication on their website or in their confirmation emails that this was not an attainable delivery date.
When I asked the three recipients on December 23 if they had received their baskets the day before, they all replied that they had not, so I attempted to call Hazelton's. Despite calling over thirty times (believe it or not, I'm not exaggerating) and trying every extension, I was not able to reach anyone, so I sent message through their website. I finally received an email reply from "Amanda B" later that evening, providing me with the tracking numbers for the three packages. She advised me to check on Canada Post's website to determine their location. When I checked online, I found that one of the three baskets had been delivered to Recipient A (a day late), the second basket for Recipient B was scheduled for delivery the following day (two days late), and the third and final basket for Recipient C was showing a delivery date of December 29, a full week after it was supposed to be delivered!! I replied back to Amanda advising that this was unacceptable and asked that a supervisor contact me immediately. She replied with a standard, sorry for the delay, etc., etc., and told me that any requests to speak with a supervisor would be put in a "queue."
On December 24, Recipient B advised me that the delivery had (finally) arrived, but the card was addressed to Recipient C!!!! I apologized for the mix up and asked if he could send me some additional photos of the basket so I could see what it looked like. I also sent a list of what the basket was supposed to contain so he could let me know if there was anything missing. He said some of the items were there, but the majority of the items were "substituted," and some were omitted entirely. Not to mention that "keepsake wooden box" was damaged.
Later in the day on December 24, I received an email from Recipient A advising me that he had received a SECOND delivery, and this one had Reipient C's card attached to it!! Again, I was forced to apologize for the mix up - how embarrassing!
Recipient C NEVER received his basket!!!
When Recipient A brought the second basket he received into the office after the holidays, I inspected it. I took photos of the badly damaged box, and the contents of the basket. Like Recipient B's basket, the majority of the items were "substituted," and some were omitted entirely, and this box was even more badly damaged than the other.
Their substitution policy that states, "we will substitute items of equal or greater value in all cases. 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 backordered such as Spaghetti, we will substitute if with a closely related item at a higher value such as Fettuccine." Although some of the substitutions in the basket were relatively obvious, other items didn't come close to the missing items, and we were short two items in each basket!
My experience with Hazelton's was abominable at best; from the delayed deliveries, to the mixed up baskets, to the one basket that never made it, to the missing products from at least two of the three baskets and finally to the complete lack of ANY semblance of customer service, the entire purchase has been a catastrophe.
Despite repeated emails and phone calls to this company, I have yet to receive a call or email back from anyone, even though they have assured me someone would get back to me "that afternoon."
PLEASE!! Don't let their company website customer reviews fool you; they review all posts - I tried to post one and it's not online. They clearly only post the good reviews they receive.
Do yourself a favour - NEVER EVER purchase anything from this terrible company.
On December 14, 2015, I placed an order for three "A Lump Of Coal..." baskets, each one to be sent to a different address on December 22, 2015. At NO point was there any indication on their website or in their confirmation emails that this was not an attainable delivery date.
When I asked the three recipients on December 23 if they had received their baskets the day before, they all replied that they had not, so I attempted to call Hazelton's. Despite calling over thirty times (believe it or not, I'm not exaggerating) and trying every extension, I was not able to reach anyone, so I sent message through their website. I finally received an email reply from "Amanda B" later that evening, providing me with the tracking numbers for the three packages. She advised me to check on Canada Post's website to determine their location. When I checked online, I found that one of the three baskets had been delivered to Recipient A (a day late), the...