My experience with Dieter’s came from an online order gone wrong. In my order, I purchased 10 cashew turtles in addition to a few other items. When I received my order 3 days before Christmas I noticed I was sent pecan turtles instead of cashew turtles. I immediately contacted the store and explained what happened in hopes that they might be able to ship the correct items in time for Christmas. The young lady who answered the phone told me that they wouldn’t get sent out until after Christmas. Having worked in a similar customer service oriented position most of my life, I understood the pressure of working on one of the busiest days of the year. So I didn’t give her a hard time about the time it would take for them to correct my order.

Two days after Christmas I still hadn’t received a shipping notification for the correct items so I contacted the store again to follow up. The young lady I spoke to this time told me that she would need to speak to her manager and get back to me on how they could handle the issue. It seemed pretty obvious to me what needed to be done, but I’m a patient person so I just went with the process. Three days went by and I still hadn’t heard anything back from the store. At this point, I had gotten the impression that they were just blowing me off and hoping I would go away. When I called them for a third time (a full week after my initial call), the person who answered the phone asked me if I still had the turtles that had been sent to me. I explained that I had already gifted them at Christmas. Apparently, she wanted me to return them to the store. She said that she too would need to consult her manager.

The weekend goes by and still I hear nothing back from the employee or the manager. When I called on the following Monday it was just more of the same. Once again, the employee asked if I still had the pecan turtles that were sent to me in error. Do you mean to tell me that you want me to return them so they can be sold to a different customer? Really?? In the age of Covid and during flu and cold season it’s gross to think that they would even suggest that. Talk about opening yourself up to a potential lawsuit!

Finally, on Tuesday the 3rd of January, I received an email from Dieter’s with confirmation that my order was being shipped. It only took them 11 days and and 4 phone calls! Except when I looked at the details of the order it said that only 1 turtle was being shipped and I was being charged $7.95 for shipping. When I called the store for a 5th time today I finally spoke to someone who sounded like a manager. I introduced myself and gave her my order number and described the email I received. She proceeded to get exasperated with me and explained how even though the email said 1 turtle I would actually be receiving 10 turtles. She explained further that even though it appeared that I was being charged for shipping, if I were to look on my credit card statement I would see that I was not in fact charged.

Later in the afternoon, I received a second email from Deiter’s clarifying that I would be receiving the correct number of turtles and that I wouldn’t be charged for shipping. If anyone should be getting exasperated it should be me for having to make 5 phone calls and receiving lousy customer service the entire time! The turtles themselves are excellent…worthy of five stars. But the chocolate caramels and chocolate covered almonds were nothing to get excited by.