Business ProfileforThe Gift Group
Gift Baskets
The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".
Current Alerts For This Business
Pattern of Complaint:
BBB files indicate that this business has a pattern of complaints concerning delivery, product and customer service issues. Specifically, consumers allege that products have not been received or, if delivered, the items were not as described and/or damaged. Customers have also reported a lack of communication from the business regarding their concerns.
On January 13, 2021, BBB submitted a written request to the company encouraging them to address the pattern of complaints. BBB has not received a response to date.
In September 2023, BBB staff reviewed the information on file and determined that the pattern of complaints had not been resolved. BBB continues to receive a high volume of complaints similar in nature.
On January 13, 2021, BBB submitted a written request to the company encouraging them to address the pattern of complaints. BBB has not received a response to date.
In September 2023, BBB staff reviewed the information on file and determined that the pattern of complaints had not been resolved. BBB continues to receive a high volume of complaints similar in nature.
At-a-glance
Related Categories
Business Details
This is a multi-location business.
- Headquarters
- 5B - 1399 Kennedy Rd, Scarborough, ON M1P 2L6
- BBB File Opened:
- 9/1/2014
- Alternate Business Name
- Pairings
- Blooms New York
- Blooms Toronto
- Hours of Operation
Primary
- M:
- 9:00 AM - 5:00 PM
- T:
- 9:00 AM - 5:00 PM
- W:
- 9:00 AM - 5:00 PM
- Th:
- 9:00 AM - 5:00 PM
- F:
- 9:00 AM - 5:00 PM
- Sa:
- 9:00 AM - 5:00 PM
- Su:
- 9:00 AM - 5:00 PM
- Contact Information
Principal
- Mr. Loren Drotos
Customer Contact
- Mark Roberts, Manager
- Mr. Loren Drotos
- Additional Contact Information
Phone Numbers
- (800) 257-6130Other Phone
- (800) 527-7769Other Phone
- (800) 257-6130
Customer Complaints
114 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
08/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My complaint is in regard to my online order # ******** for a gift basket placed with Yorkville’s March 29 , 2024. The basket was called *** *** Smoke Sauce & Seasoning gift and was to contain 5 bottles of ********* BBQ sauces, 2 BBQ rubs, 6 bottles of original ****** beer, and 2 BBQ mascot dolls. The cost was $143.99 + HST. - $151.19. The 2-day delivery turned into 3 business days. All of the items ordered were substituted for other products. The recipient received olive oil, balsamic vinegar, a seafood seasoning, a seafood sauce, a pork rub, a mustard sauce and 6 ****** Extra beer. The recipient has an aversion to both seafood and olives, which immediately rendered 4 of the substituted gifts useless. On contact with the company, I was told their policy is that upon placement of an order, the customer has accepted their terms and conditions which are buried in their website and certainly not listed anywhere during the order process. Customer service wouldn’t speak to me on the phone; I had to email my concerns. I received back an email with the online policy copied, stating no refunds, no exchanges, and that substitutions without prior notification would be processed if items weren’t available. Subsequent correspondence just restated their policy and I was unable to speak to a customer service representative by phone. They wouldn’t consider returns, exchanges, or refunds.
I find this unacceptable *** **** ** ** * **** *** ****** ****. ************* ** *** ***** **** ********** * ***** **** ***** ******** ******* ****** ***** *** ********* ********* *** ************* ** **** **** ******** **********.
If nothing else, the company should make their policy clear during the ordering process to give the consumer a chance to reconsider ordering if there’s a chance the items will be substituted for something unknown. Better yet, a phone call if Yorkville’s has to substitute. ****** ** *** ***** ************* ***** ******** *** ******* ** ***** ******** *** *********
Read MoreCustomer Reviews
94 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Jeff
1 star11/08/2024
****** ** the Hops Collective
As an avid beer drinker, I ordered very specific beers that matches my taste preferences. The next business day I received an order that did not even come close to matching my order. I was certain it was an error as the beer I received was no where near the variety, brand or flavor profile to the beer I received. The majority of the product I received was beer that I will never drink (beer I've had before and don't like).
The substitutions are not even close to the beer that I ordered. I had a $200 gift card and received $100 of random beer that had had nothing to do with my order and is very common/basic/easily found at the local grocery store.
Customer service was incredibly **** and dismissive. They were happy to tell me how wrong I was, and hide behind a substitution policy that somehow justifies an ignorance to the consumer's taste preferences.
I asked which beer they thought was a reasonable substitution for each beer I ordered but they would not answer this question. I guess a ****** ****** (which I don't drink) is comparable to a local craft IPA.
Three central elements of my dissatisfaction:
1) Non-notification of substitutions. I would have been happy to wait as long as needed to have the beer that I ordered fulfilled (or have the opportunity to select my alternative beer)
2) Substitutions were not reasonable and comparable
3) Customer service was **** and dismissive. After a ton of back and forth emails, and escalation, proposing reasonable solutions, they did eventually provide a 20% refund, a portion of which relies on me spending more money with Hops Collective, which I'll obviously never do. There were alternative fair solutions that I proposed but it was clear they wanted to do the bare minimum.
***** ******* **** *****
The Gift Group Response
03/10/2024
Thank you for taking the time to share your feedback. We understand that your recent experience with Hops Collective fell short of your expectations, and we sincerely apologize for any inconvenience or disappointment this may have caused.
We value your business and strive to provide exceptional service to all of our customers. We recognize that receiving unexpected substitutions can be frustrating, especially when they don't align with your preferences.
In the gifting industry, unforeseen circumstances can sometimes arise, such as product availability issues or time-sensitive orders. To ensure timely delivery, we may occasionally need to make substitutions.
Our team carefully selects replacement products based on their quality and similarity to the original items. We are committed to improving our communication processes and substitution selection to better meet your preferences in the future.
We appreciate your understanding.
We value your business and strive to provide exceptional service to all of our customers. We recognize that receiving unexpected substitutions can be frustrating, especially when they don't align with your preferences.
In the gifting industry, unforeseen circumstances can sometimes arise, such as product availability issues or time-sensitive orders. To ensure timely delivery, we may occasionally need to make substitutions.
Our team carefully selects replacement products based on their quality and similarity to the original items. We are committed to improving our communication processes and substitution selection to better meet your preferences in the future.
We appreciate your understanding.
Customer Response
04/10/2024
I do not accept this as a fair or reasonable response. "Our team carefully selects replacement products based on their quality and similarity to the original items" - this is false as the actual products received were completely different than what was ordered. Not only were the brands not of comparable value, but the varietals/styles of the beer I ordered were not considered and couldn't have been farther off (which really matters to someone that would receive a beer gift card as a gift). **** *** * **** *** ****** *** zero effort to contact me prior to delivery shows that expedient delivery was the only thing that mattered to this company. It is not ok to have very specific beer available to order that is not in inventory. Worse, is switching out the order for items that you're looking to clear out vs. what the customer ordered. Much of the beer I ordered could not be dranken as it is beer that is completely counter to my tastes (hence the reason that I didn't order these specific beers). In what world can you just chalk this up to the way the industry works? "In the gifting industry..." is a completely unacceptable cop out.
What's worse is the tone deaf customer support that Hops Collective and the Gift Group provided once the problem was identified. Credit to a future order? In what world would I go back to the well and spend more money with this company? My faith in the company is completely shattered as it is clear that integrity and customer service is of the lowest standard and priority.
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