I placed an order for 4 tins of your candied pecan tins, fully expecting delivery before Christmas. I know your shipping is quick as I have ordered from you before. I typically go to the Southern Christmas Show to get the tins every year, but this year, there was no Southern Christmas Show, so I ordered online. My order was shipped on December 14th. It went from Fayetteville, North Carolina to Cincininati, Ohio (I am located in Lenoir, North Carolina). I called Elizabethâs Pecans on December 17th, since that was the day I should have received it per your shipping policy (3 day shipping) and inquired if they had any other information, because it was showing it was in Ohio. The girl I talked to told me; âIt is out of our handsâ and âbecause CoronaâŚâ and to just wait on it, she (your company) had no way to do anything. I waited. On the 21st, the package said it was in transit to the next facility, but it never changed. I called on the 23rd and spoke to another one of your employees and they told me the same things. âItâs even on the newsâ she told me. I asked her of the package was insured, and she said no. I asked her, several times, how long to I have to wait to get my money back? She never could answer that question. She put me on hold and Brantley Hattrich answered the phone and gave me the same spiel about it wasnât your fault, I had to wait on the package, sorry about your luck. He only wanted to argue with me and when I asked for a supervisor, he identified himself as the owner of the company. I also asked him, multiple times, about getting my money back and he told me to call him back on the 30th. He was determined that the package would show up; âitâs just lateâ âthe post office is operating with less staffâ ârecord packages shipped for the holidaysâ etc. I was very clear, I wanted my money back. Not once did he offer any type of solution, he never offered to ship a replacement order, he just wanted to argue with me and was more worried about keeping my $116 than he was the fact that I did not get my order, which was Christmas gifts for family. He ONLY cared that he put all his trust in the post office and wanted to âshow meâ that he was right.
Today is the 30th, and my order STILL has not moved, since the 21st! The first time I called, around 10:30, he wasnât in the office yet. I hadnât received a call by 2:30, so I put in another call and he was in the warehouse. He called back at 3pm. He told me that he went to âhisâ post office and they told him they could see things that I could not see. The post office assured him it was being scanned and it was moving and I would receive my package. He went on to say âifâ the package never arrived, he could file a claim on the package and get his money back on the 11th of January. I was very clear when we talked a week ago, I wanted my money back. Today, he wants me to wait until January 11th to refund my money. This is not acceptable. At all! What I REALLY wanted was the tins. But he was such a poppas jerk, now all I want is my money back.
I bought these tins as Christmas gifts for family. We made a tradition several years ago of going to the Southern Christmas Show and we all fell in love with your candied pecans. I bought them the tins as a memorable time being together, shopping, and all the fun we had together there. This year, I gave them nothing, thanks to Mr. Hattrich. Today, he again refused to give me my money back. When I asked to speak to you, he told me you were out until Tuesday, which I told him I expected a phone call from you.
I hope someone reads this and REALLY invests in some serious customer service training with your staff and especially your co-owner, Mr. Hattrich.
Also, I want my money back and after that, I will never bother you again with so much as an order! I have been a loyal customer and ordered in a pandemic. It is such a shame you do not appreciate that, and that YOU need my $116 so much...
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