Reids Candy & Nut Shop — Local services in Cambridge

I have never been in the Factory before. I go to the large store downtown to get my Christmas order. I will NOT be back at the factory again, and honestly it's tainted Reids chocolate in general for me. Tonight I purchased a large amount of chocolate and the younger girl who was attempting to ring me in w as struggling. I patiently waited as I understand technology can be difficult. However, I had two young children losing patience. She was clearly getting flustered but I waited patiently. I then asked if I could have my receipt because I could see she was struggling so I just wanted to confirm thing we're entered in appropriately. As I figured, she did not ring in the chocolate spoons with the multi quantity prorated price. I advised her and right away she said she could refund it. She then attempted to refund it but again could not figure it out. She said she has to wait for "the other girl" to come back and she'll be about 10min. Super inconvenient for me. I told her I was going to step out to the car with the kids and I'll come back in when "the girl" comes back. Within 10min and older lady come out and without saying anything has her hand out to give me something.

It is a toonie, the proration gives you more than 2 dollars back...so I advised her of this and she said I thought you said a toonie. I told her no I never said that. She continued to tell me they don't have them here anyways indicating she was doing me a favour by giving me the toonie. I told her the sign says there is a proration if you buy 4. She said it's a PACK in a package and I got the individual ones. I said ok where is the 4 pack I'll get them instead. (Sign is right in front of the spoons I got) She then tells me they are out if them.

If you are out of a product you should remove the sign. If you made the mistake of forgetting to remove the sign then you honour the sign you have advertised...basic customer service.

Instead I was treated rudely and condescendingly like I made the problem. (This is also told her , and told her I didn't appreciate) At that point she realized how rude it was and apologized and said it "wasn't up to her" and she totally understands my view. I gave them a second star for her calming down and apologizing to me.

Unfortunate incident but you're not selling dollar store chocolate. Your products are expensive and the service needs...

I’ve been a loyal “Reids Candy & Nut Shop” customer for over 20 years, sending many friends and family too. This past Christmas 2021, I placed my usual large order, and gave out the gifts, pleased that everyone was getting their favourites. Christmas day I opened my favourite, Tortoise, I noticed an off smell at first, I ate one thinking, this isn’t right, I thought I must be getting sick. Within two days I received five calls, asking if I noticed a change with the chocolates. Not all items taste different but most chocolate items were different, it’s a cheap chocolate taste, not creamy at all and no depth to it. The Tortoise in particular in addition to the chocolate taste, there is less caramel, it’s just a very different product.

So, I went into the store with an unopened Tortoise box, along with my receipt, I was advised there was a change made to the chocolate prior to Christmas and that they are striving to make quality products. The employees were very honest admitting they also noticed a change in the taste prior to Christmas, they had been instructed to replace not refund the product. I was given a new box, and advised it just arrived that day, however sadly it’s not the original, still a cheap tasting chocolate and a flat Tortoise.

My question, if they’re striving to make quality products, why not tell your customers about it, say there is a change in taste, provide them with a small sample to make sure they like it. If the staff is too busy to do that, put a sticker on the box, with “new and improved taste” that way everyone is informed. Put a sign in your store, post it on your website, there are so many things you could of done to communicate the change.

I can’t help but feel duped, you got my Christmas order, but you won’t get another until you go back to your original taste and recipes or to an even better product than your original. It saddens me to say, many are now on the hunt for a new chocolate shop,...

I have been a customer for decades, preferring Reid’s over any other chocolate. Nothing else compared to the distinctive Reid’s flavour, no matter the label. I would always include their chocolate in any gift I gave. I purchased my usual Christmas quantity that included enough to reward myself for all the work I put into Christmas prep. I was so looking forward to the my time after the festivities have slowed to sit with my Reid’s, a new book and music to enjoy. What occurred was that the perfect chocolate experience that I had for many years felt like someone had switched out my gold for iron pyrite. I thought I was too stressed to taste it fully or maybe my taste buds drastically changed. At Easter, before I bought some chocolate, I asked if something happened at Christmas to the chocolate? The salesperson looked uncomfortable and said that they had to get a new supplier for the Cacao and that fact probably changed the flavour, but that now it is fine. My family and 4 other former Reid’s worshipers disagree. Looking for replacement but am...