Jackie's Chocolate - Overall Rating based on 30 reviews
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Sugar Free Chocolate
I ordered 2 of the 1lb Sugar Free chocolates on Black Friday 2022. December 19th and I had not received any update so I reached out to the company for an update and they couldn't give me any information on when the product would ship. I asked them to cancel the order on that day. 3 days later they sent me tracking information. I reached out to the payment processor and opened a dispute, meanwhile the package arrived and it was an empty box. Jackie's Chocolates continued to try and fight the dispute. I ended up getting my money back but I highly discourage anyone from going through the same thing that I did.
1lb Chocolate
We ordered on Dec 8 for a Christmas . Here it is December 27 and I get robo - emails promising delivery. The posted website shows phone hours but never answered, and I get updates at 10 PM . Either it's a *SCAM* or they are just terrible.
chocolate subscription
Sent wrong product to wrong address at wrong date, when I asked them to make it correct they told me to go shop with their competitors.
sugar free fudge
We ordered sugar free fudge for my mom’s surprise birthday party. When it arrived we tasted it to make sure it was good enough to give as a gift. It was not good (definitely not something someone would seek out and think, ‘Mmmmm, this is amazing!’, which is what you want when giving a gift), and on top of that, didn’t even really taste sweetened, or like fudge, and both flavors we ordered arrived hard as well, which also does not make for a good gift, or good fudge.
So I went to their online chat to inquire about a prepaid shipping label. It took them at least 5 minutes to even enter the chat, so I left the chat (I didn’t realize they finally logged on until after I left).
So I then emailed them and told them why we were returning it, and that it arrived hard. I asked them if we could have a prepaid return shipping labeled emailed to me, and said we should not be paying for return shipping when the product is hard, and it said nowhere on the website that a customer has to pay for return shipping. And honestly, if the fudge arrives hard, the buyer should not have to pay for the original shipping either, because then the buyer is being punished for the fact that the company is not keeping the fudge moist. Which is bad business practice.
I then waited a week and still hadn’t received a response, so I emailed them the same thing, and said that we will need to have someone respond to this email within a reasonable amount of time, and have a prepaid return shipping label emailed to me, or we will have our bank do a chargeback if we do not receive a reply and prepaid return shipping label, as we are not going to pay for return shipping when the product arrived hard, and it says nowhere on the website that a customer has to pay for return shipping (if the website had said this, we would never have purchased anything in the first place).
They then responded the same day, not to say sorry for taking forever to get back to you, to the point that you had to reach out to us again (or sorry that they took forever to log into chat, sorry the fudge was hard, etc.), but to only say this;
“Your order has been delivered in accordance with our terms and conditions. *** You are welcome to return your order within 30 days of purchase. We do not offer prepaid shipping labels. *** Please understand that filing chargebacks for items received or shipped constitutes as mail fraud under 940. 18 U.S.C. SECTION 1341. Please understand that under federal law, mail fraud is punishable by a fine and imprisonment of up to 20 years. In addition, if you file a chargeback, we may send your order to debt collections. If the order reaches debt collections, you may be liable not only for the product and shipping cost, but bank fees, legal fees and administrative fees. This debt may be reflected on your credit report. Be advised that all further communication must be in writing: Jackie's Chocolate LLC LEGAL DEPARTMENT 2163 US Highway 8 Suite 100-4018 St Croix Falls, WI 54024 Any attempts from this date forward to contact our customer service representatives via email, phone or social media will be considered harassment.”
FYI they changed their policies right before they emailed me that. I know because I took pictures of their policies before we talked in case I needed them for a chargeback, and saw that after they emailed me, they changed their policy to let people know they ... and won’t do what’s right if you need to return it (even if they mess up).
Incredible… How could anyone have this horrendous of customer ‘service’? It’s not harassing them if I was contacting them again because I’m being ignored… It’s also not harassment to try to get a company to do what’s just and cover the costs when THEY messed up… It’s not harassment to share my viewpoint just once… If they had actually responded to me and said sorry, we don’t offer prepaid shipping labels for any reason because our customer service ..., and then I kept saying something, that could be harassment… But I hadn’t harassed them, and it’s very poor treatment and customer service to get defensive, paranoid and aggressive, and tell me I can’t contact them again or I’ll be harassing them??? WTH….
Also, FYI for anyone else reading this, it can potentially be illegal to do a chargeback before you’ve tried returning the product. However, it’s not in all instances. The ability to do this was created to protect people from bad companies, because it CAN be done in some cases, not illegally. Like if you make all attempts to contact them and you are ignored, you’d be fine doing a chargeback. It’s also not illegal to do a chargeback if you follow the directions on their website for a refund, and they don’t give you one, because then they’re at fault because they are misleading. Regardless of the dumb email they sent, I would’ve done a chargeback if they never gave me a refund after returning the product, or if I was ignored I would’ve done a chargeback.
So even though I had to pay to return the fudge and would not get as much of a refund, I did anyway just because of the principle of the thing, because they don’t deserve my money.. I was not going to let a horrible company who treats me horribly have my money. No freaking way…
So I returned the fudge, and waited 10 business days like it says on their website, and I still had not received the refund when it had been over 2 weeks, so I contacted them, and they refunded it that day…
They never did their job right, had horrible customer ‘service’, and with every initial interaction I had to follow up because I was frequently neglected.
They also say orders can take 15 BUSINESS days (3 weeks) to process, which is outrageous… They are completely clueless about what good customer service is, or how to run a business well… FYI, I have owned a successful business that treats people amazingly, that so many people adore, for 12 years, and would never do ANY of these things… So it’s not just me being naive not knowing what businesses have to do… Businesses don’t have to do any of these things…. This company needs to get a clue….Bridgemix
Some of their promotions are bogus. As long as you don't have an issue everything is fine. They overcharge for their products and shipping, and then you want you to tip them on top of that. Their return policy isn't very customer friendly. You will always be told somebody will call you back if you have an issue, but they don't. I don't recommend this website. Their customer service is never available for issues, but they are there to take your money. Don't risk your money buying from these people. You will be on your own if there are any problems.
Bridgemix
My experience with Jackie's Chocolates has been poor. Their customer service is non-existent or last in action. Whatever the case may be, I've had two incidences regarding promotions they were offering and the response I received from one of their staff by email which was unacceptable. I never heard back from customer service or the owner in all cases. The lack of response or care made it obvious to me that they weren't interested in me being able to place two different orders with them. Therefore, I rejected their email notifications and have moved on to their competitor.
6 month chocolate subscription
Never received any product after 3 months of trying. I've tried every avenue available to contact their customer service and have never been helped. They systematically give you the "we will contact you" run around and then... nothing.
3 month subscription boxes
I ordered 3 month subscription in November through Cratejoy. First month the box came fast, but the chocolate is nothing special, very overpriced for what you get. Second month, I contacted them at the end of the month as to when they were shipping. Their response was to read the shipping info on their page. The info said the box should have already been shipped. Then they shipped the box. It got to me on January 29th. February box didn't come at all. I contacted both them and Cratejoy. Jackie's chocolate never messaged me back. Cratejoy said Jackie's left their service. They tried to refund my last month, but Jackie's had deactivated the payment company. I called Jackie's and I'm still waiting to hear back. They blocked me from their Facebook page. Don't waste your money. There is better chocolate and business people out there.
Sugar Free Chocolate and Sugar Walnut Fudge
On Feb. 8, 2021 I ordered 4 items from Jackie's Chocolates. When I didn't hear anything in a week, I emailed asking when they might ship my order. I received a reply in a few hours stating they were out of the Sugar Free Walnut Fudge. They gave me two options, one to wait or two to cancel the entire order. I replied asking if they couldn't just send what they had in stock and send the Sugar Free Walnut Fudge when it became available. They replied yes and a few days later I received the first part of my order.
So two weeks later I haven't heard anything so I email them. 3 days after that, no reply. So I email again and I receive an automated reply that says "do not email us more than once" (among other unhelpful things.) ???? Two days later still nothing. So I call. The customer support gentleman confirms that they split my order and did not mail the Sugar Free Walnut Fudge but he doesn't know what happened. He said he would send a message "up the line" and I would receive a return phone call no later than 24 hours later. 72 hours later, nothing.
So I finally file a dispute with Paypal. THEN 3 days later they provide a shipping tracking number, but no response to the lack of customer service. No apology for not getting back to me. Nothing. Just a tracking number. I have never ever been treated this way by a company. It's simply baffling. Yes their chocolate is good but so is Russel Stovers, Godivas, Sees, ...
This company also deleted any negative social media comments instead of commenting to them as most companies do. So no transparency with them. You will only see positive comments which do not tell the whole story.
So a month later to the day, I finally receive the rest of my order. No explanation or apology from this company. I should point out that while they likely have lots of business when they screw up they have absolutely no customer service that addresses it. They don't seem to care about repeat customers and this one would have spent somewhere around $1,200 a year on their product. I wonder how many other unhappy customers would have spent as much if they would just clean up their act? I prefer to do business with companies that act professionally and care about their customers. This was a very frustrating experience and I plan to share it online. Potential customers should understand what they might be in for.6 month choc subscription for Xmas gift
I placed an order as a gift for someone and it never showed up even though tracking info said it was delivered. I contacted customer service & they were awful. They told me to submit a claim through route but they would not give me any further details on getting a new gift out to the intended recipient. When I told them that I wanted to cancel my order they sent me an email from their “legal department” threatening to sue me. Are you kidding me? Worst customer service experience I have ever dealt with. I will never purchase from this company again & I will make sure to post this review on all media outlets.
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