Popcorn factory needs to read their online reviews, especially this year! Not one of my 3 order arrived on the promised december 24. they also charged me shipping when they advertised free. They tried to only give $9 shipping fee back on a $150 order! i said, if you don't comp me more than that, I'm reporting to AMEX and getting my money back. Then he offered full refund. I will NEVER order from them again. Was a customer in the past when it used to be good.
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Tried to place an order yesterday online on Cyber Monday with the code 40CYBER which expired at midnight. After much time spent picking out gifts and putting in addresses, I entered the code at 10:30pm and it said the code had already expired. the CHAT didn't work for help yesterday or today. I called customer service multiple times for help and all each person would say is "I understand" and no one would help correct the situation. I asked over and over and over to speak to a supervisor and couldn't get to a supervisor either. I tried messaging on Facebook and got no response yet. I think their customer service consists of frustrate the customer until they give up.
The popcorn factory phone customer service representative lied on the phone, gave instructions to complete a purchase then call 3 hours later to get a coupon that wasn't working when trying to check out. Then the next rep said once a purchase was complete, you couldn't claim the code.
I purchased a gift set for 42 dollars PLUS shipping what arrived didn't look anything like what I ordered. I ordered a beautiful gift box for Easter and what was sent was a couple bags of popcorn and a few small bags of cheap candy. SUPER DISAPPOINTED. I wish I could get my money back I would have sent flowers. Very deceiving. Contact the company before placing your order or you too maybe disappointed with what you receive.
I have been a passport member for many years and have been happy with delivery and taste. Unfortunately I placed a Halloween order 10/24 with delivery 10/28-11/2.. one address was in Indiana and arrived 10/27. I also sent two to Illinois addresses which did not arrive until today 11/9. I called to complain and could hardly understand the rep and she did not grasp what I was saying. Than I did a chat and all they said was we gave you a 10% discount for one of the tins that arrived today. Neither rep would give me a supervisor. I am so disappointed with the customer service I received. As of now all the Halloween tins are at big discounts.
Love the popcorn! Hate the website and the "customer service". Don't know how they call it customer service. Don't know why I order from them. The website was down all day so, by the time I called I missed the delivery date I wanted. They would not honor it. I would have to pay $36 per gift. I thought I was talking to a robot. The last time they lost my order and it took them days to figure it out. The woman I spoke to this evening didn't even realize or acknowledge the website was down until we were in the middle of the conversation. UGH!!!! It shouldn't be this hard to buy a gift.
So disappointed, didn't get address correct, called said they would correct and send out but would not arrive until 12/26. Did not arrive by 27th.said it had to be picked up at fed ex.I'm hoping it's there tomorrow for my grand children if not I'll be making 3rd call regarding this order. Very poor customer service, In the past I had good results,but it appears their customer service has been out sourced. Once this has been resolved I will never buy from them again. They only wanted to refund me and forget about it. They offered nothing to keep me as a customer and try to correct this problem.
slows to ship, did not follow requested delivery date. Late delivery. The Discount code they sent me would not work. online form to contact customer service did not work. Amateur operations
Their popcorn is okay. It's not horrible, but it's nothing to write home about. For some odd reason I was expecting that their $45 tin of "gourmet" popcorn would be of higher quality (i.e. fewer crumbs) than a $10 tin of "gourmet" popcorn from the grocery store. Not so; there are many many crumbs. They hooked me with the pictures of the popcorn tins that had only whole, perfect kernels.
I placed an order 19 days before Halloween and paid extra to have it delivered on the 31st. During that almost 3 week period, they sold the item I had ordered out from under me and called me the day before it was supposed to be delivered to tell me the item I ordered was no longer in stock. Their remedy is to send an item that is currently selling for $13 cheaper than what I originally paid and isn t even Halloween themed. The individuals at the call center have been trained to not go off script so any sort of customer service is handled by them and you will not get in touch with someone who could offer a more appropriate solution. This is my first and absolute last time ordering from this company, listen to the reviews or lower your expectations.
We stopped at the factory store while visiting from out of town. We really enjoyed the visit! The service was friendly and helpful. The prices and selection were great. We found some yummy flavors at a good price.
Had an amazing experience at this outlet. The people who helped us today we're very kind to my baby girl and were very helpful. They had exactly what we needed!!
This was the worst customer service I have ever experienced. After speaking with five different supervisors, leaving a messages at the corporate office I still am waiting on my popcorn for over 100 clients. Very disappointed and will never order from them again.
I will NEVER order from the Popcorn Factory again. I called the 800 # and got almost to the end of a painfully slow order process when the agent put me on hold and disconnected the call. I started all over again for another SLOW process with an agent that was TOTALLY incapable of getting the name, shipping address and item correct. I repeated the information 4 X and spelled everything for her. When I got the confirmation and saw all the mistakes and spelling errors despite me SPELLING every word in the gift message, I couldn't believe it. I called and tried to reach a manager to correct the problem and get a new e-mail confirmation with the correct information. It has been 6 hours and I still have NO new confirmation with the correct information. I am calling my credit card company and cancelling payment. i have no confidence in their customer service ability. They just lost a customer.
My mother purchased two Valentine's Day popcorns to be sent to my little girl's, 3 and 4, as a Valentine's Day surprise. Instead, the company sent a teal colored "Thank You" tin because they ran out of the Valentine's Day ones. The only offer from the company was a $20 coupon toward her next purchase. That is seriously a terrible substitution (think little girls with hearts and red and pink vs. a Thank You tin", and the customer service did not attempt to fix this! The popcorn tastes good though
The Popcorn Factory is the worst company to do business with. I placed an order on 11/16/18. They charged my card on 11/20/18. They sent a shipping email on 12/13/18 showing that only 4 items out of 64 shipped, and one of them was for me. Calls and emails were ignored and went unanswered. Three people told me five different stories. It shipped 12/13/18, it shipped 12/14/18, it shipped 12/15/18, the label maker is broken, it will ship 12/17/18 for next day delivery on 12/18/18. I had to file a complaint with the BBB of Illinois in order to obtain a list of shipping confirmations even though I had been asking them for a copy. They lied and told the BBB that they had sent me many email shipping confirmations. If that were the case, then why did I have to resort to filing complaints with the BBB and Attorney General of Illinois? Why would I torture myself during the two weeks leading up to Christmas if I had, in fact, received any kind of shipping info. Checking their Facebook page I panicked because people wrote that they are liars, scammers, that they don't honor delivery or shipping dates, that they don't honor online or catalog coupon codes and that their customer service dept couldn't be more inept. Letters and calls to their parent company, 1-800-Flowers in NY have gone unanswered. The receptionist at the executive office was the only person from this whole ordeal to apologize and have compassion for me. She was told, 'it was handled." Oh yeah, well it got worse. Yesterday I went to a client's office and saw the disgraceful gift that was sent to dear people that I love. I ordered a beautiful set of 4 cardboard Christmas decorated townhouses filled with bags of popcorn. What they got was a measly sad looking set of 4 popcorn balls dipped in chocolate on a stick. How on earth was an office supposed to share tiny little cake-pop like balls of popcorn? I went online and added more documentation to my complaints with the BBB and the Attorney General's office and called American Express to add yet another complaint to my dispute of the charges that total $3600. So I implore you check out their Facebook page and take a look at the complaints as there are many. I have the distinct honor of having been blocked from their page, because you know, telling the truth and warning consumers about how they operate is not something they want anyone to do. I also encourage you to contact the BBB of Illinois as they have a triple A rating which is laughable, and tell them of your experience and also read the reviews. They are not nice people to do business with and when you have a problem, they will ignore you.
November 13 and 14, 2020. Have now spent hours trying to place an order for Christmas. Private party (not business) for five largest cans. Phone # on web page gets you to Harry & David reps who cannot process Popcorn orders. Summary of billing is incorrect. I am trying to purchase the Passport shipping program but I still get charged $70 for ship/handle. Called Illinois headquarters, got phone mail that stated the voice mail box was full, no room for another message. Was planning on purchasing over $300.00 for family and friends. This is truly TERRIBLE SERVICE. I do not know what else I can do. How can a company treat customers in this manner??? Yes, the call center reps are off shore and it is clear that those reps are trying hard but do not have the tools to do a good job..
HEY MANAGEMENT.....I AM TRYING TO SEND YOU MONEY BUT YOUR COMPANY IS FAILING AT EXECUTING THE BAICS
I ordered popcorn for a birthday present for my kids. I paid $50 for it and it didn t arrive when promised. Customer Service is horrible and not provided by the US. When it did arrive after their birthday, it was melted. Will not order again. I wish I would have read the reviews.
Please have the Wholesale Chris Brothers contact me about the pending quote for my Company. Popcorn Kernel Need help from you as you are my only contact for this purpose.
Have been ordering from the Popcorn Factory for many, many years. Get Well gifts, Study Hard gifts, Baby Congrats gifts, and of course, many Birthdays!! Ordered last month a 6 1/2 gallon 3 Way tin for Thanksgiving, as well as the popcorn balls that the kids decorated. Always a a great gift at a good price!!
Poor Service! Payed extra to have popcorn delivered Friday before Mother s Day on Sunday! Payed a extra $21.95! Got a email saying it wouldn t be delivered until Monday the day after Mother s Day! I asked for my money back & they can keep their Popcorn!!
WORST Customer Service EVER. Why do I have to talk to a Customer Service Rep in the Philippines that can't do anything to fix the problem and when I asked for a Supervisor, there was not one available and when I asked to speak to someone in the USA I was told there was no number in the USA for them to transfer me to. I've called three times on three different days and got the same answers. I've been a long time Customer but I'M Done! I'll NEVER do business with the POPCORN Factory Again or any of the Affiliated Companies.
Why can't a company that advertises MADE IN THE USA have representatives in the USA?
I did not receive the prepaid Passport shipping I was assured would be given to me when I checked out. I did not and I have tried to reach Popcorn Factory for 4 days. The only option is to leave a message but the message box is always full. It is a complete ripoff!
I will NEVER order anything from them again!!!! I ordered their popcorn as Christmas gifts for friends and family members. The entire order was cancelled by The Popcorn Factory and they did not tell me. When no one received their popcorn by Christmas I called the Popcorn Factory and had to deal with their miserable customer service representatives. I was transferred to several different representatives, who told me to call lots of other representatives. The final determination was that I would have to redo the whole order. Forget that - I want nothing else to do with that company!!!!
So disappointed. I ordered 4 gifts a month before Christmas. Only 2 out of the four were delivered. It s embarrassing when people think you forgot them on Christmas. Popcorn Factory said to make it right they would refund my money for the two that didn t make it! Such bad customer service. Honestly I should definitely get my money back for product not delivered, and more in my opinion! I will not order again.
DO NOT ORDER FROM THEM! I ordered an item to send to my son to get him through finals week guaranteed delivery 12/6 it never arrived, I called 12/9 it had not even been processed yet!!!!! Their solution since he was coming home 2 days later, 'well we can cancel the order', well thanks Popcorn Factory, how gracious of you, you have lost a customer. I had had problems with late delivery last year as well at least that item eventually made it. DONE!
A NIGHTMARE!!!! If I could give negative stars, I would!
12/09/15 - Placed an order 5 tins of popcorn, with a guaranteed delivery by 12-18-15
12/11/15 - 3 of 5 tins delivered
12/19/15 at 1:00pm - Called CS, spoke with Alexis; she blamed FedEx for not delivering (even though the tracking number had stated that a shipping label had been created, nothing more, which obviously shows that the order had not even left the Popcorn Factory as of yet); she took my number and told me she would call back in 15-20 minutes
12/19/15 at 2:30pm - After waiting 1.5 hours for a call that was never coming, I called CS back; spoke with Renee; was informed that the last 2 tins were back ordered (I had received NO communication on this!) and offered to help me find replacements and even upgrade; I tried to be nice and told her an upgrade was not necessary and ended up picking two tins that were the same as one in my original order (so now, instead of 5 different designs, I had 3 of the same design)
12/19/15 at 5:00pm - Noticed a new charge of $78.00 on my bank card!
12/19/15 at 5:15pm - Called CS again and spoke with Tracy, who transferred me to Melody, a supervisor; Melody assured me that my last two tins would be shipping out that evening, she claimed that she was taking the $78.00 extra charge off of my bank card, and she claimed that she was crediting the original full charge back to my bank card for the troubles I had received; I asked her when this would be done and she assured me I would see it on my account by the end of business on 12/21/15 (neither has happened); I also asked her to send me tracking numbers for the last two packages and she said she would (that did not happen); I also asked her for a direct number to contact her in the event that something went wrong and she said I could call the same CS number I had been calling and ask for her by name, as she was the only Melody there.
12/22/15 at 12:45pm - No money had been credited to my bank account and all mail/package carriers had come through for the day, with NO packages from The Popcorn Factory, so I call the same CS number AGAIN; I could not make out the name of the person who answered, as they sounded like they were from the other side of the world; asked to speak with Melody; I think I was told there was no Melody there; ended up hanging up since I could not understand the person and the connection was shotty.
12/22/15 at 12:50pm - Called CS again; Nobody by the name of Melody there!; could not understand the persons name again, but the connection was better, although very distant sounding; was told a supervisor was on another call and they could call me back; I refused and said I would wait since these people obviously do not call back, as learned by my very first call to them; after waiting 47 minutes, spoke with Julie; was informed that a credit to my bank would take 7-10 business days (so "Melody" blatantly lied about this); was told my shipment went out on 12/21/15, not 12/19/15 (was lied to about this as well); I asked for tracking numbers for the last two packages and was put on hold for another 10 minutes; I finally received the tracking numbers and entered them into the carrier website to track while I was the phone with CS and I am anticipating them to arrive by the end of the day on 12/23/15.
*** So now I must wait a couple of weeks to see if the money will indeed be credited back to my account. I am appalled by the lack of respect and the bold face lies told by at least two employees, as well as the lack of professionalism in general by the company. I have researched the company online and I am finding an overall negative view, not only by customers, but also by past employees. So I'm not even really looking forward finding out the quality of their products (since I have read countless negative reviews on the quality) NEVER AGAIN WILL THIS COMPANY GET MY BUSINESS!!!! I will also be reporting them to the BBB and will give negative reviews wherever I can to hopefully deter others from enduring this nightmare!!!!!
Terrible customer service. Charged for shipping when I was supposed to have free shipping. Used promo code for free shipping. Claimed there was a computer glitch and shipping would be deducted once computer was working properly. I have called 4 times to have them refund my credit card for the shipping charges and each time I get the run around. Never dealing with this company again. Buyer beware.
Extremely disappointing experience. Ordered a tin of popcorn in April and the delivery date was set a month away -- no explanation why, but I thought maybe it was due to staff/production problems from pandemic. Received email when it did ship -- we are on day 5 of waiting for delivery. The tin was going from Lake Forest, IL to Wauconda, IL -- a distance of 17 miles total. STILL WAITING. It appears from the tracking that our tin is enjoying a super slow road trip around the Chicago suburbs. Contacted Customer Svc, response was a tepid "Sorry." Will not be ordering again. Would rate 0 stars if I could.
I am trying to understand why Popcorn Factory took away the kettlecorn. It was such a huge hit with my customers every year they have asked what happened to it. So disappointed plus the red hots popcorn is gone also. Could someone just give a legitimate answer as to why? So very disappointed.
Absolutely HORRIBLE. If I could give negative stars I would!!! I ordered a very expensive tin for Mothers Day 2016. When the package didn't arrive the Friday before I called and they said it wasn't scheduled to be delivered until the following week. I told them to refund my card then and cancel my order as this was a Mothers Day give. The CS could give no explanation as to why the date changed. I asked for a supervisor and was told no. I asked what was going to be done to make up for this error on their end and the rep said nothing. My refund was submitted 5/6/2016. The CS rep told me it would be credited back to my card in 7-10 business days.
5/20/2016 and still no credit on my card. Called CS and again got another rude team member. They had no explanation as to why I still had not received my refund. They said they would escalate and put a supervisor on the phone. She said she would reach out to their accounting dpt and escalate. Called again the following week and spoke to the supervisor Sal again. She said everything was entered correctly on their end and she would call me back 5/29/2016 to update me and I should have my refund back on my card by 5/30/2016.
Never received a call 5/29/2016. Called CS and spoke with Sal, said she will continue to check into this and I should have my refund 5/30 or 5/31.. Well here we are at 5/31 and still NO REFUND ON MY CARD that was initiated on 5/6!!!! Worst company EVER. I will never order anything with them again and will make sure if I ever hear anyone thinking of ordering from them I will let them know my experience. Unreal.
The outlet store at this address is excellent. The service is good and always helpful and informative. I can't say enough about the prices! I like to shop online and order gifts for my family and go in the store to buy items for myself.
HORRIBLE, HORRIBLE, HORRIBLE. There are so many great companies offering gift options that you should go to any of them before even considering ordering from this one. My first order with them was a Father's Day gift. 2 days after the promised delivery date I received an email indicating my gift was out of stock and I should call customer service for a substitute. I tried all 3 phone numbers provided and the lines were constantly busy. I accessed the online chat option and was offered a substitute valued at less than half of my original order and denied the option of speaking to anyone about my order. I was disconncected from the chat feature twice and it took 2 days to finally request a refund. I have sent 2 emails requesting that someone contact me and have received no reply. I am still waiting to receive a refund. Stay far away from this company !
Ordered on December 15 and received confirmation via email that gift would be delivered on December 19 2019. Talked to rep on Dec 23rd and they told us gift was in nashville tn area and would be delivered. Called my parents this morning and no gift was delivered. Called Popcorn Factory again and now they tell us it wont be delivered till December 27th. This is my last order thru Popcorn Factory.
The Popcorn Factory fraudulently advertises (on the banner in very large type across the front page of their website) "Free Shipping Sitewide, No Minimum Purchase Required" using a promo code. But, the promo code does not work and when you call them they say "there is a glitch in our system and we cannot use that code any longer", then, the try to sell you a "free shipping" passport for $19.99. What a scam!
Despite what most reviews say about the place I enjoyed it! I recviced a tin with 4 bags of popcorn, the jelly bean flavor is amazing! I recived ved it as a present from my aunt, they make great popcorn and I am not fond on popcorn at all.
I ordered from them to send to my grandson. The first order went through so I reordered something else. This order never arrived so I called and they said they couldn't deliver to dorms and they had such a strong accent we could never work things out so I just cancelled the order.
Bought these for gifts. Everything arrived on time, and I'm sure will taste good, but the presentation is nothing like you see online. I ordered the Snow Day Sampler, and I thought it would come in a tin, but it's actually a cardboard box. Looking back at the picture, I should have known that, and honestly I don't mind. It's still nice looking and probably better for the environment. Inside the box, however, is terrible. It's just a bunch of packages (like bags of chips you'd buy at the store) crammed in there. There's nothing decorative or artistic or even organized about it at all. Gift baskets/boxes are supposed to be pretty. Very disappointed in the presentation.
You do NOT want to order from this company until they get their act together. I was hired as a customer service rep for Xmas 2012. Training was a joke. Many of us had technical problems and missed out on many hours of the training. There was NO WAY to get the information we missed. We were told we were NOT allowed to sign into the training on our off-time to learn what we missed or to read information screens or watch the powerpoints. As a result we were completely unprepared to handle customer orders and problems. We were hired at the last possible moment, so there was NO down-time we could use to spend learning the website, etc. The phone rang again the second we hung up with the last customer. We were working from our own homes and used chat to communicate with each other. Our "helpers" were helping 10 other reps at the same time so often it would take 45+ minutes to resolve a problem we didn't know how to handle. We weren't allowed to let someone off the phone and call them back with the resolution to their problem so customers were forced to stay on the phone for close to an hour in order to get resolutions. Once we were off the call with a customer we were NOT supposed to double-check the order since we should be on to the next order. I was reprimanded for checking a problem order later in the day for a customer whose order kept getting put on hold - he had spent hundreds buying gift baskets for his clients and none of the baskets had been received on time. (WHY WERE YOU CHECKING THAT ORDER? THAT CALL WAS HOURS AGO????) In fact - his order was on hold and we were out of popcorn by that time. Like I said, what a joke. It was an embarrassment working for them and not being able to help the customers. The computer system they are using is outdated. We had to wait 30 - 45 minutes after taking an order in order to make any changes to the order so we had to tell customers to call back then. The system we had to wait 45 minutes for the order to go into was a system like they had back in the 90's that was not very user-friendly. AND we were selling popcorn long after we had sold out. The system told us we had the popcorn when we didn't. People were calling the week before Xmas because orders had not been received and we had to tell them it was coming as soon as it was popped, but that it would get there by Xmas. I myself ordered online and my order did not come until the week AFTER Xmas. So, a couple days before Xmas I had to run out and by alternate presents and now I am stuck with all this extra popcorn. So, I'm sure all the people who I assured would get their order by Xmas probably did not. Another note, we were hired for a couple of months MAX - we are temporary employees and you are giving your credit card numbers to us...just saying...not everyone is honest and ethical.
Be ware! Very shady company! I placed an order back in Dec 2 where they charged my card $68.80 more than they were supposed to (due to a glitch in their website and online order). I requested a refund. A month later, the refund has not been processed. It seems that when you call Customer service, these calls are answered abroad, not USA. The people answering the phone do not answer the questions and are clearly reading from a script. I tried to request to talk to a supervisor but they refused, stating that the supervisor would not be able to help. They continue to say the refund will be completed 7-14 business days. Not acceptable! Avoid making purchases in this company.
I Ordered on December 10th 5 tins of 3.5lbs Popcorn for $27.00 ea. My credit card was charged and Not until I called to see where these items were, did I find out that The popcorn factory had sold out of this. Not sure how this is possible since I had bought and paid for the 5 items. The best the operator could do was give me a replacement tin of 2lbs for the same price!!! After hang out the phone I look on their website that it Doesn't seem like a good deal, since there was a promotion going on for 40% that means $21.00 for a 2 lbs Tin of Popcorn! or again 3.5 lb for $ 24!!! On private message on FB, they told me they were going to sent me a gift card. After more than 1 month I am still waiting!!!! Really???!!! I bought 3 boxes of toffees at Enstrom. It was delivered and stolen from my front door. Called the company and with no questions, they sent me in 2 days the 3 boxes with no charge!!!! That is a real good company!!!!
Do not order!!!!! This company has zero business ethics. They missed the deadline which was extremely important. I tried to get help from their customer service representatives in the Philippines, stayed on hold for hours, and even wrote the CEO Chris McCann and the President Steve Lightman. No response, no popcorn, no refund and some sad kids on a holiday. How do they sleep? People obviously buy popcorn, chocolates and flowers for special occasions. Read the reviews. This has been going on for years.
DO NOT ORDER FROM THEM!!! If I could give them a negative star rating I would. I placed an order on 12/6 for 18 Sparkling Snowflakes (so not exactly a small order) and only 8 of them have arrived as of today 12/20. I was told delivery would be no later than 12/14. I called numerous times questioning if the order was even processed on their end which guess what it wasn't. They didn't process the order to ship till 12/13. I was told delivery would be the 17th. NOPE. Their customer service was awful and all I got from even their managers was a sorry and they credited the shipping cost. The gifts and tins that did come are sloppy and 4 of the 8 tins were dented. I will NEVER use them ever again. **SIDE NOTE... They use Fed Ex but they deliver to US Postal not to the destination. So then you have to wait for the post office to deliver so add an additional 3-4 days.
Ordered from them order never came called them only to find out they out source their call outside of the US Whoever these people they have taking the call have no idea what s going on Said they would send out another order never got that This placeSUCKS
I wish I had read the reviews before ordering for a group of coworkers. The order was placed on 9/10/20 and despite paying for expedited delivery, the soonest it could be delivered was 9/21/20...When it wasn't delivered on time I contacted them and they wanted to give me $3/order back. I insisted on getting all the delivery charges reversed. Still didn't arrive days later and they refused to take responsibility, saying it was FedEx. I contacted FedEx and they told me it was "Ground" not expedited and that due to staffing issues and "hazardous conditions" (even though all fires were under control around Salem, OR by that time) the deliveries didn't arrive until 9/25...VERY poor customer service (off-shore) and no one wanted to make any accommodation for the very expensive product. Would recommend people check out other options for popcorn including Garretts and Popcornopolis.
UPDATE TO UPDATE: After 19 days, I still have NOT received a refund. Also, I received a fraud alert from PayPal asking if I authorized the purchase of two gift cards from this company. I DID NOT!!! UPDATE: Two hours after posting this review, I received a call from "Jennifer" from the US. She was very nice and understanding. She refunded me the money for the two purchases I did not authorize and gave me reference numbers. Fingers crossed this comes through! I would give 0 stars if I could. I sent my Aunt a "With Pop Tin" for Easter. After I placed the order on-line, I noticed the delivery date was after Easter. I immediately called and talked to "Mary." She said there was no earlier date, but she found a "Garden Basket" for the same price and said that would get there before Easter. She said she switched the product. I later realized that the company sent a different "With Pop Tin" along with the "Garden Basket" in two different orders and charged my PayPal account without my authorization. Before I realized what had happened above, I sent a "With Pop Tin" to my aunt & uncle. Before making my final decision I had one in my cart, but NEVER confirmed. I was debating on what to send. I changed my mind and a couple of days later deleted the previous tin and sent a "With Pop Tin" with a picture. However, the company again charged my PayPal account without my authorization and sent both tins on different days. When I called the company, I talked to CED in the Philippines. She would not help. In fact she was argumentative. I asked for a supervisor, who of course was not available. I said I would wait. I NEVER got to talk to a supervisor. I then asked if I could talk to a supervisor in America. She said she would fill out a form and one would call me back in 24 hours. I asked for an American number. She said one was not available, but a supervisor from America would call me back in 24 hours. Nobody ever did! I filed a complaint with PayPal and I'm hoping they will refund my $69.43 for the two unauthorized orders! DO NOT ORDER WITH THIS COMPANY!!!
Ordered a tin as a birthday gift. A week after expected date i get an email saying they're out of stock. I cancelled the order and am not waiting for the refund.....3 weeks after I was charged. NEVER AGAIN!
My experience with this company was extremely disappointing, from problems with the ordering process, to receiving products that were not exactly as they appeared on their website, to very delayed delivery (3 weeks after projected/desired delivery date), recurrent, incorrect emails about delivery status, and lack of response by company to my request to provide feedback to them directly. I would not recommend this company, nor will I support them with my business in the future.
This was the worse, ordered the cashew set, some are chocolate others yogurt, and they contract out with FedEx who contracts out with the USPS so the package was sent first to the next town from where it was to be delivered and then put on a truck to be sent to a USPS faculty over 100 miles away to then go onto another truck to be sent to back the same 100 mile route to be delivered. Needless to say the shipping took a week and a half and as a result of being on a hot truck all that time all the chocolate and yogurt melted. They should not offer to ship these items. I did get a refund.
I order stuffs for mothers day for my mom and mom in law and because I was excited to order them something that was in my budget I didn't pay attention to the flavors so I did the chat on their website and OMG they were sooo helpful and they changed my order without any hesitation and they truly made my day... Thank you sooo much Recal for helping me and making my shopping easier
I used this place for Mothers Day this year. I paid for overnight and got told four days later that the product would not be there until after mothers day. I spent two and half hours on the phone fighting with them for something that I paid for. They finally kept their promise, only delivered part of the product and made no effort to offer a refund. RUN from this place. If I would have read the reviews beforehand I would not have used them. I will not use them again.
Please be ware this company has been hacked. Your account information is not safe. We were charged to our bank account $5000.00 for popcorn. We did business with them last year not this year.
I started to order a tin of popcorn on May 9, but never completed the order as an incorrect address kept coming up, even after multiple edits, obviously a problem with their website. The Popcorn Factory, nevertheless, took my money. I contacted them immediately and canceled the order as it would have gone to the wrong address. It is now June 1 and they have yet to refund my money. I get very polite e-mails (multiple e-mails) promising they have addressed the matter and I will receive my money by....shifting date. The last promise was May 29th AT THE LATEST. It is now June 1 and no refund. Bottom line: problematic website, quick to complete order without authorization, never to refund money. BUT, they send very polite e-mails.
We placed an order on 12/7/18 for a Christmas present, which was returned to the facility on 12/17/18 due to incorrect address. Our error, we own that part. We were not contacted until 1/7/19, 21 days later to say it had been returned. When I asked the customer service rep. to speak with a supervisor, she put me on hold, came back and said it was all set. I AGAIN requested to speak to a supervisor and she refused. The Popcorn factory's customer service used to be one of the best out there. Needless to say, we won't be using them in the future.
I ordered a Birthday bucket of Popcorn on December 27, and selected a delivery date of January 10. For some reason they waited until January 8 to ship it, by FedEx Ground, so it did not arrive until January 16, long after the birthday.
I had to go out and buy a different birthday gift, so I told them to cancel the order, which they refused to do since it had shipped. Unfortunately I was not home to reject the package, so now I have a giant expensive bucket of Popcorn.
I'm not sure what part of a birthday being on a specific day this company does not understand, but avoid them!
I got my order of 6 /12 gallons and the chedder side looked stale and tasted stale. It looked as if you sent the crumbs of the bag. Hardly any kernals. Just crumbles and the entire side is like that. I will not be ordering from you again and it was a waste of my money. Not satisfied at all and i will report this so that other customers do not get treated this way
Popcorn is very good. Customer service is as terrible as it possible. 5 * for the products, and ZERO stars for the customer service. Use their retail store if you can. Nice and helpful, friendly people. Yummy products. Store rating 5*.
Bought a Groupon for $15 saying I would get $30 worth of popcorn. Go to check out and the shipping charge is insane. Way too over priced for popcorn. I had a subtotal of $38.00, minus $30.00 for my Groupon discount, $20.98 shipping charge, $2.20 tax for a grand total of $31.18. But remember I spent $15 on Groupon to get a discount so in reality I spent, $46.18. Such a joke! This popcorn better be covered in gold for the price I've paid for such a simple product. NEVER AGAIN!!!!!!!!!!!!!!!!!!!!
Love the popcorn but their website is garbage. Tried to order from them and it changed my address to a completely different address. I didn t realize this until I got an email saying my order had been delivered and I noticed the address was different. I tried to reorder and no matter how many times I plugged in my address it kept changing it to a different address. Please fix your website!
Popcorn is great but customer service dept sucks. Refused to let us speak with a manager instead kept us running in circles for over an hour regarding my uncles reoccurring shipment we got him for Christmas.
I used Groupon because it seem like a great deal but when I tried to place me order it would not allow me to use it on anything less than $45. I could not combine products either so was forced to buy another item instead of the gift set I had picked out. Nothing on the Groupon indicated the necessity to spend a certain amount in order to use it. Beware this deal because it doesn't save you anything just forces you to spend more than you expected for such a simple gift. Even customer service was not helpful. Hope this helps someone avoid this expensive lesson.
Horrible customer service. I place my order a week in advance of the date I wanted the items to be shipped out, knowing it would be 2-day delivery. One order was shipped and delivered and there is no tracking showing at all on that order. The other order was not shipped and will not be there when it should and also does not have tracking showing on the order. They have no idea what is going on or how to run their shipping department obviously. What a mess.
I I could give no stars I would - Horrible - Horrible customer service which is in the Philippines - when you speak to a rep they tell you they are sorry and the issue is being "escalated to the back office" - No resolution - at all - when you call customer service you are patronized and they will tell you anything to get you off the phone! I placed an order over a week ago and it still has not been shipped and I can't get a straight answer as to when it will be shipped. TERRIBLE UNPROFESSIONAL COMPANY!!!!
If I could give them zero stars, I would. Do not use this company!!!! I ordered a gift box delivery and was given the date it was to be delivered. When I didn't hear from the recipient three days after the promised date, I called The Popcorn Factory with my confirmation number. They said they showed my order, but not that it had been delivered. Spoke to a supervisor who said someone would be in touch with me within 24-48 hours to resolve the issue - - nobody ever contacted me. I filed a complaint with the BBB, but now am having trouble with them. The last communication I received was a Fed Ex tracking number showing the delivery was made the day after the promised date. But they couldn't give me that information when I first called???!!!! The item never showed up. I will NEVER use this company again. Hate that so many other good mail order companies are associated with them.
Wow. Turning off the lights and locking the door to the store 10 minutes BEFORE closing as I parked in front. Thanks for the rude service. I get it s Friday and we all want to go home but my gifts will now be given from a different vendor.
A shipping tip if some people don't know this. This company will charge you full price on shipping, even though they ship FedEx SmartPost, or UPS SurePost. What that means is, say you are charged 12.99 for FedEx Ground, they will ship it FedEx SmartPost, which the shipment will change hands and will be delivered by your USPS mail person. They get a discounted rate shipping this way, it's an extra day transit time for the product to be delivered to you, and they are making a little extra on shipping costs. Don't EVER EVER EVER have this shipped overnight either, they offer that option, and I have used it twice, they never deliver on time, it is never shipped overnight, but you pay for it. I love this popcorn so I won't stop buying from them, just know the way they ship benefits THEM, not you. Just plan accordingly when you buy from them.
Customer service is not helpful, automatic replies are their go to, and they dismiss any issue as "we have sent it to the tech department". I am a fairly patient person, but this company really needs to work on their service. Tracking numbers are never posted. Delivery confirmations are never given. I had to be on chat with a representative for 25 min just to find out if my packages were delivered. Turns out that the "pending delivery confirmation" message that you see - it's not accurate. My popcorn was delivered to the correct recipients 8 days ago and I have still yet to see an update on the page. For someone that paid to be in the popcorn monthly subscription, it is important that I am able to see the status of the shipments on the page as advertised without having to talk to a representative each time. Very displeased.
THIS COMPANY IS A JOKE.. BOUGHT A FATHERS DAY GIFT BUT AFTER THE PURCHASE WASNT TOLD IT WOULDNT GET THERE TILL 2 WEEKS AFTER FATHERS DAY!.. CANCELLED THE ORDER AND THEY TOLD ME THE REFUND WOULD NOT GO BACK ON MY CARD UNTIL 7-14 DAYS... 14 DAYS LATER NO REFUND. CALLED THE COMPANY AND NOW SHE SAYS ITS GONNA BE ANOTHER 10 DAYS. WHAT KIND OF COMPANY CANT TAKE CARE OF THE CUSTOMER. BUT SHE ASSURED ME "BUT WE SENT YOU A 20$ GIFT CARD" HAHA DIDNT RECIEVE THAT EITHER. WILL NEVER BUY FROM THIS COMPANY AGAIN!!
Horrible Customer Service, was on the phone for 21 minutes! Received a coupon via email, code did not work. Called to place my order instead and "honey" told me my code was not valid...a code they sent me today....
I tried to place an order 4 times and use the passport that I purchased last year but was told I didn t buy one. My credit card statement saids otherwise. I was promised a call back from 4 different people but I didn t receive one callback.very poor customer service. I ve read other reviews with incidents very similar to mine. Better Business needs to be involved. Class Action lawsuit should happen since they take your money and never deliver on their promise. Fraudulent Practices for sure.
The Popcorn factory is great to work with but this time they got my order confused. One was suppose to be delivered on a birthday on the 6th and one on the 21st. They switched them and the people who I sent it too didn't know why they received them. Otherwise did not have a problem with the cans or the flavors of the popcorn.
Very disappointed in the product I received - products are not received as advertised. The product I received looks like a christmas bowl from Walmart with a couple of $2 bags of popcorn. Website was very misleading. I will never order from this website again. Save your money!!
Overpriced for average product, bad service, and total ripoff with shipping charges: I have ordered for myself and for gifts a couple of times when I was "stumped" for ideas and in a hurry - and because I have friends and associates addicted to popcorn. Each time, I regretted not spending a little extra time to find other vendors.. Delivery came late (especially bad for a birthday or holiday gift). The quality did not exceed or fell below competitors - for a higher price. And now, I discover that when I order a large number of items ALL to be shipped to me (so I can give them out personally as gifts), I will get charge a separate shipping fee for each item - and a significant shipping fee at that. The competition either has no shipping fee or no fee for orders above a certain level. If I had placed the order today, the cost of my order would have been 150% of the price of the items I was buying! And then, when I called to discuss with "customer service," I got the old runaround - and after asking to speak with a supervisor and being told no one would be available during the "busy season," only after explaining I would take my complaint to the corporate headquarters AND post my experience online did I get transferred to a supervisor. And of course, having spent 15 minutes to get to the supervisor, what I got was a detailed explanation of why I should pay $82 to ship five small items to my one address. So I took my $150 order - with free shipping. And The Popcorn Factory lost the next gift order (a much larger one) I plan to place later this week.
thepopcornfactory.com