ComplaintsforLindt & Sprungli (USA), Inc.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The candy I purchase Was Indeed stale. Petaluma grocery store would not exchange. Purchase this for Valentine's Day. Delivered it to Disabled brother. Once in a while he likes a piece of this chocolate hes very funny about his chocolate. He complained that the chocolate tasted funny that it was white fish and bad tasting I told him to throw it away I live in California he lives in Oregon He is 5 hours from me. I phoned the chocolate company and they refuse to help me Period . Tried to force coupons on me don't want no Coupons. . I paid $26 for 2 bags of candy for brother. Simply refund my money don't force me coupons I won't see my brother again for 6 months and I'm so annoyed now. Please help me get my $26 back. The grocery store will not Give me my money back because the candy is 5 hours away in Oregon and I am here and it's quite a mess. The grocer said to call the company and they were very good about refunds. Not so. I am a senior on a budget and $26 is a lot of money to me.

  Business response

  02/28/2023

  Consumer contacted the BBB regarding stale and poor tasting bags of chocolate purchased for Valentine’s Day gifts.  We researched the customers name, phone number, address and email and could find no previous contacts.
  
  The consumer was called, and stated the items were purchased before or near Christmas, and no receipt, proof of purchase or image of items was available.  She was offered vouchers to make her whole which were refused as she only wanted cash or check.  Unfortunately this is outside our Satisfaction Guarantee policy.  We are still happy to send vouchers to cover the items if consumer would agree.

  Customer response

  03/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will accept the coupons and I will be thinking twice about buying candy from this company because they are not nice people like the commercial would make you think.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Made a purchase of 3 bags candy to send to Is daughter in military overseas Box needed to go out last week Candy was bad. Purchased more candy different proprietor candy was not bad Is. Original 3 bag We're white And bad tasting some kind of stale flavor Candy Combined with other candy in giant Box. Upon Looking at The shape and tasting one myself it's very clearer it's not right Called company today. Person by the name of Jacob was extremely rude to me This candy Cost me 12.99 per bag I would like the promised refund please of $41 I'm a diabetic I do not want coupons . My daughter is not allowed another package until fall

  Business response

  02/24/2023

  Statement regarding complaint ********:
  
  As soon as complaint was received, we tried to find the communication with the consumer.  We finally found the call from Thursday 2/16.  The number was from a phone number other than what was given on the complaint.  We reviewed the call that was taken by our call center. The consumer told the agent she wanted a refund on product from Walmart that was bad.  She didn’t want vouchers because she didn’t want more chocolate.  The call center agent said he would need to get her contact information to send over to the corporate office and they would assist further.  She got upset by this and hung up on him without leaving any further information to follow up with her. 
  
  We then called the number that was provided on the BBB complaint.  There was no answer, so we left a voicemail for them to call us back.  At the same time, we emailed the address left on the complaint.  Here is what we emailed the consumer:
  Dear ******,
  
  Thank you for contacting us.  I can understand how frustrating it is to have an experience like this with our LINDOR Truffles.  I received all your contact information from the BBB, I'm sorry we were not able to reach out earlier as it didn't sound like you left your contact information during your earlier phone call.
  
  From your description, it seems the chocolate was exposed to warm temperatures somewhere along the supply chain. We make and store our chocolates in temperature- and humidity-controlled facilities to keep them fresh, and we distribute them to stores in refrigerated trucks. To keep our chocolates at their best, we recommend our products be stored at temperatures between 60-68 degrees.
  
  To thank you for sharing your experience--and so you can enjoy another Lindt product soon--we'd be happy to mail you a voucher to use toward a future purchase of our chocolate.
  
  If you are unable to return your product to the seller from whom it was purchased, please reply with photos of all of the damaged products along with a copy of the receipts for each.  You must submit your Guarantee request within sixty (60) days of the date of original purchase from an authorized seller in the United States.   The full details of our Satisfaction Guarantee can be found here: Lindt Returns and Guarantees Policies (lindtusa.com)
  
  If you have any questions, I’d be happy to answer them for you.
  
  The consumer replied to this email:
   Very clearly I went to the Better Business Bureau because your customer service person was very rude to me I don't have the receipt we already went through this I'm in the military I'm shipping out soon and I don't have the receipt I'll be gone 8 months which is why I don't want coupons either I wanted my money returned for the inevitable chocolate. Thank you
  
   Furthermore I already sent. And I've already been to the grocery
  
  As our satisfaction guarantee states we need the receipt in order to give a refund instead of vouchers for fresh product.
  We replied to the email:
  Thanks so much for letting me know.  I apologize I missed you earlier when I called.  I'm so sorry for the condition of the truffles and your experience when communicating with us.  We will review the call.    In regard to the LINDOR Truffles, I'm sorry, but per our policy, we would need a receipt for complete refund but would definitely be able to send some vouchers.  Please feel free to confirm your address and I'd be happy to mail you vouchers towards new product.
  
  We also called the phone number provided by the BBB to try to discuss our process with the consumer.   The person who answered has never heard of (the person who filed this complaint) and has no idea about any truffles.
  Called the phone number the consumer originally used to call the call center.  Someone answered and said, "I'm on the other line" and put me on hold until the line disconnected. She then called back saying she only wanted a refund. She was extremely unhappy the whole time.  She said that other people on the base got money from us. She disconnected again saying that she would go back to the BBB.
  
  We would like to send the consumer vouchers so she can replace her product, we would even send more vouchers than her product, but she is insisting on us only sending a refund.  We cannot send a refund due to our policy without a receipt and product details which she did not have. 
  Please advise if the BBB would consider this case being resolved as the consumer is refusing our normal resolution process.
  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchase two bags of milk chocolate truffles for Christmas for relatives and snack Bowl. Chocolate was stale. Called number for company and rude woman answered with lots of banging and clanging in the background. She kept me on the phone for 20 minutes took all my personal information purported to me that she would resolve the problem and replace the chocolate and at the end of 20 minutes said somebody would call me and she didn't know when. I feel I was lied to and that my personal information was extracted for no purpose. I have bought this chocolate for years and I've never had a problem all I want is my two bags replaced. This woman was obnoxious sarcastic and useless as to resolving the problem

  Business response

  01/03/2023

  On Thursday December 29th we received a call from **** ****** from the telephone number listed on this complaint.  At that time, she gave the phone number *** *** **** and an email address **************@gmail.com.  She was told this complaint would go to the corporate office and they would get back to her.  We received the ticket, attempted to email her on 1/1 but it came back undeliverable. On 1/3 we sent a letter and a $7.00 voucher (only mentioned 1 bag) to the address she gave us, ** *** **** ************* ** *****.
  
  On Friday December 30th we received a call from ***** ***** from the telephone number listed on this complaint.  She gave the phone number as *** *** **** and an address of **** *** **** ******** ** *****. She said she didn’t have an email address.  We received the ticket today 1/3 and sent 2 $10.00 vouchers (she mentioned 2 bags) and a letter to this address. 
  
  We feel we have handled these complaints in accordance with our guidelines.  She should receive these vouchers within normal USPS delivery timelines. 

  Customer response

  01/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last week at an ********** in Huntington Beach, CA, I bought a bag of milk chocolate truffles for around 7 dollars. Upon opening the bag, I saw that it was defective. Every single truffle was missing the outer shell and was misshapen. Today, I bought a bag of chocolate peppermint cookie truffles to make up for the previous bag but this bag was even worse. Once again, they are all missing the outer shell and this time they are also hollow and look disgusting inside. I’ve included photo evidence. This is two defective bags in a row, in two different weeks and I am very disappointed as I have never seen such poor quality from lindor. I would like replacements to be sent for these bags (i imagine I can’t be given a refund since I purchased from a grocery store).

  Business response

  12/12/2022

  Upon receiving this notice, I checked our system for any communication with this consumer and we had not received any complaints.  We reached out to her with the following:

  ______________________________________________

  Dear ******,
  
  Thank you for contacting us to ask us why your LINDOR Milk Peppermint cookie truffles were so melted and unpleasant.  I left you a voicemail just now, my number is 603-778-3271.
  
  I can understand why these changes to the normal quality you are used to from us were unpleasant to you.  I took a look at your photo, it looks like the chocolate became warm at some point on the way to the store, I'm so sorry you found Truffles in such a damaged condition at **********.  
  
  I'd like to send our merchandiser team out to the ********** to check on the product.  I see two in your area, was this product from the ********** on Beach Blvd or Yorktown Ave?
  
  I want to resolve this right away for you.  I need to gather a few more key pieces of information if you still happen to have the bag:
  Best Before Date-
  L-code (“L followed by 4 #’s)-
  UPC-
  Please let me know if you'd rather I send you chocolate or vouchers you can use to pick up additional product as I know it's very hard to return things to a grocery store.  So sorry for the mess and disappointment the truffles caused.
  
  I look forward to hearing back from you soon.
  ____________________________________________________________________
  
  She responded with the following:

  _______________________________________________________

  Hi! I bought the truffles from the ********** on Yorktown in ********** *****. The best by date is 4/30/2023 and the L-code is 5742. I’m not sure what the UPC is. If you could possibly send a replacement that would be great :) Thank you so much for your help.

  __________________________________________________

  We answered her with the following:

  _____________________________________________________

  Dear ******,
  
  
  Thanks for letting us know the details!  I'm so sorry for the condition of your truffles.  I'm sending you a tote with a mix of the Milk Truffles and the Peppermint Cooke Truffles to your **** ******** ***** address.  You will receive an email soon with the tracking number.   I'll also have a Merchandiser check out that store for more damaged product.
  Have a great day and let me know if there is anything else I may do for you today.
  We are sending merchandisers to that store to check the product as well. 

  Please advise if you need any further details.

  Sincerely,

  Tammy I******

   

  Customer response

  12/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18546446, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 4 bunnies and the packaging was open a little bit and it was the plain milk chocolate and the other ones was the big bunnies with the bunny ears and it cost $45.00 dollars and they gave coupons to pay again and it is ridiculous that we have to pay again and they gave me eight coupons for $3.50 and it should be free. I just wanted free coupons. We are recovering from covid and im on oxygen. We are a disabled couple. We are on social security. Resolution, i just want my money back or a free coupons for the all bunnies. Thank you.

  Business response

  05/09/2022

  I am so sorry that the eight vouchers we sent you were not what you were looking for.  Since we no longer have the bunnies for sale, I would love to send you a gift basket to enjoy. You will receive a tracking number once your gift basket is shipped. 

   

  Sincerely,

  Tammy 

  Lindt & Sprüngli (USA) Inc.
  Consumer Service Team
  One Fine Chocolate Place
  Stratham, NH 03885

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩