XO Marshmallow — Restaurant in Lake View Township

I received a big box of marshmallow treats from my brother and sister-in-law for my birthday. Unfortunately, when I opened the package, everything was inside was hot, melted and gooey. I mean really hot - including the ice packs! I used our meat thermometer to test how hot the ice packs were and they measured just shy of 100 degrees!

Everything inside was gooey and gross. I refused to eat it because it had clearly not been properly packaged for transport to my address and I was worried about bacteria due to the heat it had been exposed to.

So, I reached out to my sister-in-law and filled her in on what had happened and that I didn’t want to eat anything in there. She said that she had ordered it a week ago with 3 day service but had received a note saying the shipment was delayed. She was not worried about it though because at the time of purchase she had purchased their “order protection” so that if anything happened during shipment it could be replaced. I sent her photos and video of the items so she could have it as proof for the service rep.

She contacted XOMarshmallow customer service and received the absolute worst customer service!

They said the 2 small ice packs did their job and that even though she chose 3 day service, unfortunately there was a carrier delay that caused it to sit in a warm warehouse for a couple of days.

So, even though they admit the fault lies with the shipment, they said this:

“I’m really sorry this was such a disappointing experience, especially since it was meant as a gift. As a small business we take a lot of pride in what we send out, and when something doesn’t arrive the way it should, we want to make it right.”

Ok great! So, she asked them to send out a replacement package. Nope! The rep said the items are fine to eat, but when I looked at their website and the ingredients of their marshmallows, it lists “pasteurized egg whites”. I did a simple Google search on whether or not pasteurized egg whites are safe to eat after being exposed to heat and it says that they ARE NOT SAFE! Leaving pasteurized egg whites at room temperature for more than two hours or one hour if the temperature is above 90°, can allow bacteria to multiply and potentially cause spoilage or foodborne illness. They don’t even know their own product safety guidelines and are putting their customers health at risk! Shameful!

So, after many back and forth notes with the customer service rep, and even though they are NOT SAFE TO EAT and even though she had purchased their so called “order protection”…they only agreed to replace 2 chocolate brownie cups that were melted and gave her 15% off her next order! What a scam! I can’t imagine how much she spent with them to send this huge box to me, and to only be willing to send 2 brownie cups???

My sister-in-law is a repeat customer with them and they have lost her business! And, as a marshmallow lover (but having never heard of this company before), I can guarantee you they will never have my business and I will tell everyone that will listen that this is not a company you want to buy from! They don’t even know their own product well enough to know whether it is harmful for their...

I came in and grabbed some items and sat with my group at a table. After sitting down I decided to grab some items from the fridge that were marked 9.99 and after I paid realized she told me my total was $27 and I asked why? She told me the price of what I got and I then showed her the boxes marked. I asked for her to adjust the price which at that point she said she can’t sell them for less than what it is supposed to be. She offered to refund my card. I questioned this and she still said NO but I wanted to try the items because my kid asked to take them home so accepted it. I sat back down with the group as we were all in disbelief and watched the employee take out all of the boxes from the fridge as we sat there. At no point in time did she offer a manager for a price adjustment. Another employee then got up to start to help her empty the boxes which at this time we got up and decided to leave because of the way the situation was handled. As we were walking out I asked the other girl helping unload the fridge if she was a manager, she said no. The original employee then says she can get the manager and I said no that’s ok, we won’t be back. At no time was I rude to these employees! You had time to make it right and failed, so were done. I wasn’t going to make this into a big thing as my daughter was with us and it was her day!

After leaving my first review (which I now deleted so I could rewrite in detail what actually happens play by play) the owner replied to my original review extremely defensive making accusations that I came at a college aged girl and told me I was in the wrong! Claiming she offered a price adjustment and I didn’t allow her to fix the situation, not true! I was sitting down for several minutes after asking for a price adjustment and she could have gotten the manager and did NOT! Instead emptied the fridge to correct the price tags. I was not disrespectful or come at anyone as you so call claim and did not storm out. Lol! Review your cameras and you can clearly see how this was handled instead of making false accusations and accusing someone of behavior that did not take place to try and make yourselves look better. The way this was handled in whole during and after...

The short version is my order arrived completely destroyed and customer service is giving me the run around about a refund or replacement. I’m glad I bought the insurance because they keep insisting it’s out of their control to that my order arrived melted and inedible.

I would not recommend ordering online from Xomarshmallow. We placed an order and it took several days to process (which is fine) but they chose to ship the order in August heat over Labor Day weekend. The package was packed with only a few ice packs so with the additional shipping time and heat everything arrived melted. An ice pack also leaked onto everything (which didn’t really matter because it was all melted anyway). When I reached out to customer service they said the ice pack leaked because UPS was rough with the package (doubtful because the outer package was in tact) and it was outside their control that the product melted (not shipping over a holiday weekend, more ice packs, and better insulation certainly would have helped). I opened the package immediately upon arrival and reached out to customer service soon after. Customer service told me I needed to open a claim with a third party. All I wanted was my order replaced and an apology would have been nice. I took photos and offered to send them to customer service so they could review what went wrong. They weren’t interested in the photos and continued to unapologetically state the destroyed product was out of their control. I commented on their social media that I would recommend not ordering until the weather cools down and they responded with I just need to open a claim with the third party which takes under five minutes and if I had done that I’d already have my refund. I had filed a claim 24 hours prior. It took around 45 minutes to file the claim because I had to download the third party app, create an account with the third party, verify the account, post photos of each item, and write a description of what happened. 24 hours later the third party still says “pending final resolution” and I’m without a refund or replacement. I had been a returning customer but after the way customer service handled this issue I certainly won’t...