Hershey - Hershey's incompetence

Posted on Thursday, December 13th, 2007 at 8:16am CST by da8debea

Product: hoiday order

Company: Hershey

Location: US

Category: Other

Below is a copy of the letter I just emailed to the Hershey company:

Re:============ <order #>

To Whom it May Concern:

I was shocked at the treatment that my recent order, and I, have received by your company. I made the above order in good faith on December 3, awaiting arrival of the order, as promised, by December 14.

The days went by and I didn't get a confirmation email by the beginning of this week, so I called your company this past Monday. I was ASSURED that the order would be at my home by Friday.

As I still didn't get an email by this morning, I called again, at 8am EST. I spoke to a representative named Jennifer who gave me quite the run-around. It took over 30 minutes on the phone just to convince her to let me speak with a supervisor. Finally Cindy got on the line, only to tell me that some of my order was out of stock and NONE would be getting to me in any timely manner. Over and over she said "Sorry, there's nothing we can do." "We can't reach the warehouse" and other non-helpful comments.

I was NOT offered any kind of alternatives or suggestions as to what I can now do, when I had almost $500 worth of gifts that I was counting on Hershey's to ship to me, as promised, in a timely manner.

I don't want to hear that you're busy because it's Christmas. Your company is well aware of how busy you'll be at any holiday season. This should be taken into account when stocking your items and promising shipping dates. My order placed on December 3 should be here by now - or at the very least - I should have been told last MONDAY that it wouldn't be here.

Needless to say, I have canceled this order and Hershey's has lost a valuable customer. I imagine your company won't sink or swim on the basis of my candy orders, but you'd have to admit, these are poor business practices.

As I write this I am furious. I now have to figure out where to get "comparable" gifts over the weekend so they can be distributed at my husband's hospital by Monday and Tuesday. Unless my fury abates, and quickly, I intend to tell everyone I know about the Hershey company's incompetence, as well as lack of concern regarding customer satisfaction. I will also be sending comments to complaints.com.

If this were you, don't you think you'd feel the same way?

Happy holidays to you from a very upset and distraught customer,

Meredith W.


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