The Freeze Dried Candy Store — Local services in Gallatin

Seriously, worst customer service ever. So I placed an order on November 21st and the order showed that it would be to me within four or five business days. On November 30th I started contacting them trying to find out when my package was going to ship. They claim that it already shipped and it wasn't until December 4th that they said that they don't know where the package is and so I insisted that since they showed me already that they had insurance on the package that they make an insurance claim and that they send me another package. They decided to initiate another order and I reached out to them on December 7th and they informed me that the reason the second order hasn't shipped is because it takes them 6 to 7 business days to make everybody's package. Even though the shipping when I ordered the original said four to five business days for delivery. I have called them 18 times in the past week and a half and they have failed to answer the phone every single time. They have not returned a single voicemail. They will not answer any calls on Instagram. They have briefly messaged on Instagram stating that they feel that I have been addressed since they are messaging back and forth on the shop app. The customer service on the shop app is either a bot or outsourced to somebody who doesn't speak English well because the grammar is absolutely horrendous and doesn't make sense. There are multiple contradictions in the messages that they send me on the Shop app. One message will say that my package has shipped and then the very next message will state that they will ship my package as soon as possible. I totally get it if they are inundated with orders and having a hard time, but there has been little to no effort to actually rectify the situation. I have messaged them and told them to completely cancel my order and send me a refund and they have not sent confirmation of this other than saying that they have initiated the refund process. The only communication I've had from them is through the shop app and that has been...

Update to my original review: Originally my rating was low, but within two hours (or less) of posting my review, Zac from The Freeze Dried Candy Store attempted to reach out to me - I couldn’t answer since I was at work - but without even talking to me first, he figured out what item I didn’t receive in my order and already had it prepped for shipping. He also let me know that they added a couple “extras” for the hassle. I don’t know why others have had bad experiences with their customer service, but the way this shop took accountability and then corrected the issue makes me believe that they do in fact take pride in making sure everyone has a good experience with them. Their prompt attention and how they chose to resolve the issue is what made it easy for me to change my rating to a 5.

Original Review: Honestly, most of it tastes good, but they didn’t include all items of my order. Where’s the quality control when packaging up orders for shipment? I ordered 2 of the same item (on purpose), was charged for both items, and received one. Based on others’ reviews, it sounds like it would be a hassle to get their error corrected so I’m not even going to bother with trying, but not receiving everything I paid for definitely makes me want to shop...

Very good candy! I ordered some last week and when they came in, they tasted amazing! I will say that the package came in damaged, and some of the candy was crushed, but this is not a fault of the candy store. The postal service was the only bad part about this entire thing. The candy itself tasted amazing! I just wish the postal service didn’t half crush the box it was delivered in. Which again IS NOT the store’s fault!! Would order again...