Horrible Customer Service!
On Dec. 13th, I ordered several (4) gifts to family members for Christmas. Three of the orders were the “Mix & Match Super Thick English Muffins” in a Christmas design box and the fourth was a bakery sampler in a Christmas box. While three of the gifts arrived at the recipient’s homes during the week just ahead of Christmas Day as I requested, I never even received a shipping notice on one of the M&M muffin collections although the order was confirmed when I originally placed it on Dec. 13th. Three days before Christmas and armed with the knowledge that 3 of the 4 gifts had already been delivered to my family members, I called “customer service” about the missing shipment. “Customer service” initially turned out to be entirely automated; I got the dreaded recording “all customer reps are currently busy” spiel, but stayed on the line and after about 4 mins or so got a guy with a very strong Indian accent who was quite difficult to understand. He was courteous, but his answer about the non-delivered gift was worthless—all he could tell me is that “it is scheduled to be delivered by December 25th.” Even he couldn’t tell me whether or not the item had actually shipped, just repeated “It is guaranteed to be delivered by Dec. 25th.” Well, Christmas Day came and went and my one recipient still had not received their gift, so the day after Christmas I again called “customer service” and after a few minutes wait, got a guy who identified himself as “Armando” also with a heavy accent. But after tapping on his computer for a minute or two (or whatever he was doing) this rep was at least able to tell me that my missing shipment was in Memphis, TN (it was destined for Ohio) and was delayed due to weather conditions. I’m assuming the delay had to do with the “bomb cyclone” issue and I would have understood that, but Wolfermans had never notified me via email or any other method that the shipment was delayed, just let me do all the investigative work myself instead. My recipient did not get their gift until today, Dec. 29th, and she was too polite to tell me whether or not the product still seemed fresh although had mentioned she’d had one of the muffins for a late breakfast. I did not realize when I ordered from this company (won’t make that mistake again) that Wolfermans is a division of Harry & David, which was once a good company but now has a business model that is all about assembly line products and profit and not at all customer service oriented. I’ll never place another order with Wolferman’s after the frustration and excess shipping cost associated with a gift that I couldn’t even track because the online tracking was both extremely cumbersome and virtually worthless. Reading several of the other recent reviews indicates that poor customer service is an ongoing, recurring issue with Wolfermans. I don’t know how a company survives with shipping and product substitution problems that seem to be more the rule than the occasional exception.
By Renee A.