All reviews of Anne M Baugh
Review about: Jackie's Chocolate
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.