"I NEVER give bad reviews, but unfortunately I need to for Hickory Farms because their customer service is so below standard. In response to a holiday promotion email that Hickory Farms sent, I ordered a large gift basket to be delivered by Christmas (this was Dec 19th and that was the promotion, that it would arrive by Christmas).
After ordering, I received a confirmation email that said your package will arrive on or before Dec. 25th.
The package didn't arrive, the 25th, 26th or 27th. When I called customer service the first time, they said this basket (which had wine) comes from another warehouse and they didn't know where the package was and would call me back within 24 hours. No call back the next day. I sent an email, and was told they can't guarantee packages with standard delivery for holidays! What? Wasn't that the purpose of their own promotional email?!
I called again as the package was delivered on Dec 28th (and to add salt to the wound, the basket went on clearance!) Customer service again after 2 or 3 days, responded, NEVER an apology only stating that they can't guarantee delivery because of business days and holidays and would not compensate me in any way. I asked a second time if they were not going to stand behind their own delivery confirmation and 2 days later received, not a response, but a copy of their delivery options!
This is why Amazon is taking over...THEIR customer service always exceeds expectations and as a very small buisness owner, I would never ever treat my customers with such disregard. Yet this large corporation has horrendous customer service and clearly uses ploys to gain orders. Never again."
"If I could offer zero stars I would. I ordered a Christmas Gift basket for family a couple of weeks before the holiday. My order confirmation said that the gift would be delivered on or before Dec. 21. It never arrived, I called Jan 2 and it took 2 days for a customer service agent to call back; they confirmed that it had never shipped! I received no notice, email, call or anything indicating that the basket did not ship because of a back-ordered item. Had I know this, I would have chosen something else or gone with a different company. The two reps I spoke with were not even apologetic, there was no offer to try to make it right with me, or even a discount on a future order. I had two choices, they ship when they can, or refund my money. Needless to say, I asked for a refund (5 to 7 business days for that...) For a business that is focused on sending gifts, this was the most awful online ordering experience I have had. Stay away from Hickory Farms."
"I have been eating and enjoying Hickory farms Summer sausage for years... Untill 2018. This is by far the poorest quality meat that I have ever paid for. The cheese was horrible as well. The mustard was by far the best products in the box. This is a prime example of corporate America skimming to increase profit margins! Never buy again!!!!!"
"Great product but terrible delivery logistics. Order to be delivered four days before Christmas and two days after Christmas had to call Hickory Farms, who gave a seemingly standard answer, "Package arrived but was damaged and returned." To their credit they did overnight another package but now it is four days after Christmas before my 93 year old Dad received his gift. Next time I'll use a different provider."
"My order, 21245903, was placed online on November 19, 2018
Order delivered to address in Surprise, AZ on or about December 13, 2018
Note on the packing label specifically stated that one item was for one family member and the other item for my 90 year old mother
When the package was opened, my mother called me to tell me the Sweet and Salty Nut Sampler was not in the box. This was the item for her.
We then called Hickory Farms Customer Service and were informed that this item was out of stock 2 weeks prior.
We never received an email or any notification that the item was out of stock
We never received any email or notification that the package had shipped
We never received any notification that the item was delivered
We were notified by the recipient that an item was missing, NOTHING from Hickory Farms!
When I talked to the customer service person, after he was not listening to my wife, he started the conversation with me with the phrase, “this is the way this is going to go”.
ABSOLUTELY, NO CUSTOMER SERVICE FROM HICKORY FARMS!!!
I have called multiple stores and kiosks and all of them had the item in stock at that time.
As far as I am concerned, the warehouse did not hold my inventory and shipped all of it out to the stores
After the 3rd call, I was informed we could get a refund. I said I wanted the product for my mother. Ship it from a store!
I was informed that the web and store businesses were 2 separate divisions, but both are Hickory Farms. I even had a person at one of the stores in IL state that they would ship it if they were instructed to do so from corporate.
I have talked to a store regional manager in the Phoenix area, and she said she would ask her manager for a contact at corporate I could talk to, and no response.
I have called web customer service about 5 times now, and no acceptable solution was given and no contact to discuss this with someone at corporate.
Is this the way you wish to be treated as a customer,
Take my order
Take my money
Only ship half of the product
Do not tell the customer and KEEP MY MONEY!
This is FRAUD, a SCAM and STEALING
"
"Gift ordered never received. They said they would ship one out overnight as a replacement. Four days later it had not shipped yet. Tried to talk to a supervisor and that never happened. Trying to get a refund and put on hold and for hours. Told they would call me back and never have. Spent two weeks trying to get this item delivered. I will never order again. "
"I am STILL waiting for a package supposedly shipped Dec 16th. Customer service is slow and not very helpful. I emailed, I have called 3 times, to NO RESULTS. As a company of such long standing, I have to say...HICKORY FARMS SHOULD BE COMPLETELY ASHAMED OF ITSELF!!!!!"
"Well first, If I could give no stars I would have. I placed a gift order, over $50, on 11/7/18 with a designated deliver by date of 12/21/18. I received email confirmation of my order and on 12/9/18 I received an email stating my order had shipped. Well nothing happened, my recipient never received the gift. On 12/25/18 I tried to contact Hickory Farms - their automated call tree couldn't find my order, with no other options. Today, 12/26/18 I called and used option 5 to get a live person. It took several tries but they finally found my order. They said it never shipped and that it was "out of stock" and would ship at a later date. Totally unacceptable, requested a full refund and compensation. Now I have to wait another 48 hours for a manager to call me back to get my refund. Worst company ever. I told their customer service agent that I will never buy from them again, and will tell this horrible story on social media and reviews. Worst experience - this company should be shut down. Hopefully I will get my $51.40 refund eventually. "
"I placed an order with Hickory Farms on Dec. 16, 2018. I ordered 2 26 oz beef summer sausages and a sausage cheese basket. I received an incomplete order, 1 beef sausage and a sausage cheese basket. I contacted someone bothby phone and through an email and was told I would hear back from them within 48 hours. Three days later I have not heard from them.
I have ordered from Hickory Farms in the past and had no problem receiving my order. I guess when you do have a problem or don’t receive it at all, it’s just too bad.
Customer service is great when you’re placing an order but stinks if you have a problem. I’ll tell you, Hickory Farms is no Amazon. I’ll never order anything from them againt. If you do, you’re gambling with your money.
Susan Harden
Order no 21848736
When I Enquiryed again about this order, they said the order did not exist.
"
"I had placed and order on 12-16 and received it on 12-19. My order wasn't correct. I called the customer service number and they sent me the correct item overnight with a guarantee to receive by Christmas. I received it today 12/24. The phone call does take several minutes but it is the holiday season. For good customer service you have to spend more than a few minutes on each person and they did. I plan to order out company gifts with Hickory Farms next year. Thank you for such amazing customer service. "
"Do NOT order! WE have ordered from Hickory Farms each December to send packages to our business vendors. I'm glad I double checked this morning. The packages have not even been shipped! Today was the guaranteed delivery day and our vendors are closed next week for the holidays. I tried one of the numbers on the website and it led to a meat vendor. Tried another number and after 15 minutes I disconnected the call. I called back and pressed the option for placing an order. Someone picked up right away and asked for my order. I explained my issue and she said she could transfer me. I told her no because the hold times are long. She said they have high call volume right now. I told her there seems to only be high call volume for orders with issues. After another 15 minutes of hold time, she stays on the call until someone from customer service answers. "I understand your frustration" speech comes from the service rep and they don't understand what the issue is with the deliveries. According to the reviews, this is happening to many other people. For a $600 order, this is a complete mess and we will probably just call our credit card company and cancel/dispute the charges that way. What's also bad, is you never get an email telling you your order is delayed or canceled so you think your vendors are happily enjoying the package!"
"This the worst place ever to order from. My order never shipped and every time I called they would tell me my order was waiting to ship. You have to wait on hold for 15 to 20 minutes to talk to someone, then they put you on hold and make you wait another 15 minutes. I spent an hour on the phone trying to see why my order never shipped. They could only tell me what I could see online, nothing. Tried to cancel my order and the customer service representative wouldn't cancel my order. Will never order from this company again."
"I ordered $1,200 worth of product for business. I opened every box to make sure it all looked good before putting ribbon on the boxes. Had something missing out of one of the boxes. Called was on hold for 15 min going through a series of questions if I was happy with my cell phone service, cable service, do have life insurance, etc etc...The # I called was off their website. I looked up another 800 # & after being on hold for 10 min, I finally spoke with someone. She said she would get it shipped out that day. Friday night (10PM) I get a call that wakes up my twin boys. After getting them back to sleep, I go to bed. I get a call 8AM the next morning & listen to the message. It's from Hickory Farms, they need more info before they can send out the missing item. I call back & after being put on hold for 10 min, the lady says they don't need any info & that is was already shipped overnight & I should get it by Monday. Today is Monday & I get an email stating that my card is charged for shipping. I call customer service. The guy discusses that my order has NOT been shipped. I explain that that's not what I'm even calling about. I explain I am not paying for overnight shipping or ANY shipping since I have already pd for shipping & his is their mistake. I am currently on hold...27:33 & counting....
Save your time & money! HORRIBLE HORRIBLE HORRIBLE experience!!!"
"I placed an order on November 15th to be delivered in California. On Monday, the 19th, the order still had not shipped. I was given a new order number with a guaranteed 2-day delivery. On the date it is supposed to be delivered, the day before Thanksgiving, I telephoned and it still had not been shipped. I cancelled my order and will NEVER EVER buy their products or order from them again. Yes, I do sound angry...it was supposed to be a Thanksgiving gift..! "
"I ordered cheese balls 2 times and both deliveries they were hot and had melted. I told customer service about it and they did not seem to care. Just lot a long standing customer."