SwissColony

My Aunt sent me and my family the most amazing cookies from Swiss Colony last Christmas. It was like taking a trip back to my childhood at Christmas time. I wanted to place the identical order and spoke to my Aunt, asking which cookies she had ordered. She actually had the receipt on-hand and read it off to me. I placed the identical order, only to discover that while the title for this variety of cookies was the same -the cookies had in fact changed! They did however, have the identical assortment of cookies under a different product name. I called less than 12 hours from the time my order had been placed and BEFORE anything had even shipped. Customer service basically told me that there was nothing they could do for me and suggested that I create a whole new order. Obviously, I was not intending on spending $90 on Christmas cookies. So, I ended up leaving a negative review on their site, to which they responded. They wanted to somehow make things right. I went back and forth several times via their customer service email. They wanted me to either choose something similar to the cookies I ordered, which would have been the correct Spring Cookies obviously! Either that or settle for a price adjustment. This is their message word for word: Please accept our apologies for any inconvenience we have caused you. Your business is important to us, and your complete satisfaction is guaranteed! As your order has shipped, no further changes can be made; however, we do want to correct this situation for you. Please let us know your choice - a replacement of an item like the Holiday Cookies or an adjustment. As soon as we receive your response (including the item number if you would like something similar), we will proceed accordingly.

Guaranteed?...Well, I just wanted the right cookies from the start. I asked for the cookies under the different name (Spring Cookies). They reply stating that those cookies are no longer available, even though they show up as being available on their website. This is what I got back: Please accept our apologies for any inconvenience we have caused you. We apologize that the item you requested, A*******, is not available at this time. Every effort is made to create a catalog that provides variety and interest to everyone. Occasionally, some items must be deleted to make way for new ones.
No response when I asked for an adjustment either. None. What I got back was my original shipping confirmation for the wrong cookies and no price adjustment whatsoever.

They waited until the item shipped and then failed to honor what they had offered me for my aggravation. So pointless and all too time consuming.

I have ordered seasonally from Swiss Colony many years ago as well. I was a loyal customer, but I will never shop them ever again. Scrolling through their reviews says a lot. Stale cookies and far too many changes with their products. No thanks.

Several of my items were not received today. I was supposed to receive 12 boxes total. According to the tracking numbers provided, all of the items were delivered by FedEx today. However, the picture from FedEx clearly shows that only five items were delivered to my address.

The FedEx tracking status also shows that the 27 Favorites for my sister was delivered to my address today, when in all actuality it was delivered to the correct house in Green Bay.

When I tried to call your customer service line, it was extremely difficult to get information from the automated system, and when I tried to ask for a representative, it said there was a high volume of calls, to call back later, and hung up on me. That is HORRIBLE customer service. I tried to email them through their website, and I kept getting an error message that my message wouldn't go through.

Items received:
3 Hand-Out Gifts (Quantity 1)
Snacker's Dream Basket
Buttermints
Sugar-Free Petits Fours
Sugar-Free Almond Brittle

Items Not Received:
3 Hand-Out Gifts (quantity 2)
43 Season Pleasers
Sugar-Free Cherry Cordials
16 Assorted Chocolates PLUS 24 Petits