Sugarfina — Local services in San Jose

The experience we had with Sugarfina is just utterly terrible that I recommend others to approach with caution..

Sugarfina is supposed to be a premium candy brand. As suggested by it $9.5 a cube of candy and pretty packaging. I thought at a premium price point of $9.5 I would be getting good quality candy. This is my little luxury. And I was so excited. But..

We bought five cubes of candy, 2 of which are dark chocolate almonds. The almonds tastes oxidized, you know that rancid long expired nut taste. It’s not edible. Both boxes have the same rancid taste issue. We live two hours away so it’s not practical to drive back for an exchange or refund. So we called customer service.

It took a long time for a representative to be available to help us but that’s ok. The representative promised a full refund and shipping us a replacement. We weren’t expecting that as I just want the two inedible cubes refunded. But I appreciate them promising to make it right. However, two weeks has passed and we did not receive any refund nor shipping confirmation.

So we called again, which again took a long time for a representative to be available. We explained the issue, and were told the first ticket was probably not submitted. They promised again a full refund and shipping us a replacement for the two defected products. And weeks passed nothing again.

We called a third time. And I really just want the two cubes of inedible candy refunded. And was told “well we refunded you”. But it’s been 7 weeks there was truly no refund.. After three long calls and empty promises I gave up on trying to fix it.

I’m just expecting adequate quality for what I paid for but they can’t deliver. This is not advertised as your average brand. So I believe customers should receive not your average product. I don’t condone these empty promises and false hopes either. Candy is supposed to make us happy. But this candy caused so much heartache for us. We did everything we can to delay the review and try to resolve it first. I genuinely always believe a bad product could be an accident and the business is willing to fix it. Instead of rushing to review I always reach out and explain and resolve it. We tried and are tired.

I don’t want this to happen to anyone else. If you do buy their candy. Please try it before you...

My first impression in here was amazing, but the staff is a little spotty depending on who's working. My first experience was on a Tues evening and the girl who was here was AWESOME.... I'm new to the area and she happily provided some local food recommendations for me as well as being a doll with helping me select candy. For the life of me I can't remember her name (I will try to update if I run into her again). On a couple of my follow up visits though I've had an employee who I don't think had the ability to smile or say thank you and another employee who I had to track down because I was in the store for a good 15 min without her even coming from out of the back (quite a few people came in and left without buying anything, likely because she wasn't around to answer questions). My last experience had a wonderful employee though who happily helped me sample one of the more unique candies so that I could make a decision between two.

The candies are incredible, albeit a little pricey, but to be honest I don't eat much candy anyhow so it doesn't bother me to pay a little more for some unique flavors. I highly recommend reaching for some of the alcoholic flavors! My husband got a large cube of the scotch chocolates to take to work and they vanished...

Went to sugarfina today to redeem my points for the new November point redemption batch. I was informed that the only thing they had available for point redemption was a candy cat bento box which was empty. I asked if I could fill the 200 point reward item with candy since there wasn't any? The employee said she didn't know and needed to call her manager. The manager informed me that, no I could only use my 200 points on a $2 box with nothing in it. Super weird and not the way the point redemption usually works. The store had almost nothing in store and I was informed that they wouldn't get anything for the November shipment for a "few weeks". I had come in to get candy for a party and cannot anymore. Everything I was interested was supposedly out of stock and the employee provided no alternative. Every question I asked her lead to her calling her manager and she was extremely ill informed.

Finally, I decided to get a few boxes and after checking them once leaving the store discovered that one had been cracked open and exposed to whatever could get on the box. I cannot drive back for a refund and I am super disappointed by this supposedly luxury...