“After nearly 10 days I called the recipient of the gourmet basket I purchased. They were very embarrassed but let me know the following. The basket had been received personally when it was delivered, but on opening it, the contents of the fresh goods (cheeses and chocolates) had been ruined as the provision for keeping the basket cold had melted.
I called Gourmet baskets the next day. I was told that unless the recipients of the basket had taken photos of the ruined goods, their policy doesn't allow any response to such a disaster. I asked to speak to the manager. They said the manager was not there but that I would receive a call back later that day or by the end of the week at the latest. On the last day of the week I called again as no one had called me back. I was advised that the manager was not there on that day either. I went through the whole explanation again, expressing my disappointment. I also made the point that if they required customers to take photos of damaged goods on arrival, this point of policy should be written on a card and placed underneath the lid of the box. The girl I spoke with on the second call promised that the manager would call me back. It's now been about three weeks and no one has attempted to call me back. This is appalling service and I will never use Gourmet Baskets again. What a shame! The basket was apparently packaged beautifully. The contents however (fresh goods), were ruined.”
Hello,
We're truly sorry to hear about your experience and appreciate you taking the time to share it with us in such detail.
We completely understand how disappointing and frustrating this must have been — especially after gifting something with care and thought, only to hear it didn’t arrive in the condition intended. It's clear from your message that we fell short not only in how this issue was handled, but also in following through with our communication. For that, we sincerely apologise.
Your feedback regarding how we communicate our policies, as well as your suggestion to include a note inside the hamper, is very helpful and has been passed directly to our management and customer care team for review.
We're sorry that you were left feeling unheard and unsupported.
Although this doesn’t change the experience you’ve had, please know that your comments are being taken seriously. We truly regret that we’ve lost your trust, and we're sorry for the impact this has had on your impression of us.
Many Thanks,
The Gourmet Basket Team
