Hershey Creamery Company

I received poor service from Hershey co, slow and incorrect shipping of signs, inconsistent products, and zero customer serviceThe said they were going to honor their money back guaranteeThey said they mailed out labels to return the unused cupsthey have not and now to protect them my complaint is not view able to the publicThey are a shady group of characters that do not care about their customersTheir agent committed to sell ice cream to me and they are bound by that commitment and the day satisfaction guaranteeIf I do not receive those shipping labels within the next business days I will be filing a lawsuitI have every e=mail and text message to prove my caseI demand action in this matter and am entitled to my refund immediately!refund in my hand by December 31,

One of our salesman in this area promised *** *** owner of Cakes and More a delivery of ice cream and other miscitems which she received She didn't receive everything that she ordered and then it was discovered that the salesman should not have offered to do business with her
because a large school deal fell through and we were no longer serving this area in Hattiesburg, MS Our branch in Pensacola talked with her and sent her a pre-paid *** label to return the items that she did receive and will be reimbursed for the total amount of goods that are being returned Also the salesman involved no longer works for Hershey Ice Cream. Linda R***

------- Forwarded message ----------From: Linda R[redacted]<[redacted]>Date: Fri, Dec 23, 2016 at 11:49 AMSubject: Complaint #[redacted] - [redacted]To: "[redacted]" <[redacted]>Dear [redacted], Please be advised that a refund check in the amount of $986.47 was processed on 11/29/16 and mailed to: [redacted] RoadLumberton, MS  39455 Thank you and have a wonderful holiday! Linda

Review: I entered into an agreement with Hershey's to sell Hershey's ice cream. In exchange, they agreed to provide a freezer for as long as I continued to sell the ice cream.

Then, suddenly and without warning, Hershey's sales representative showed up to my business during peak business hours and demanded I return the freezer due to low ice cream sales.

Although there was no prior discussion of a sales requirement, I agreed that I would return the freezer when the ice cream was sold or else Hershey's would have to compensate me for my product. Hershey's sales representative refused.

I contacted Hershey's corporate office to advise them of the situation. Hershey's corporate office agreed that I could retain use of the freezer until the ice cream was sold.

I though the situation was resolved; however, on Thursday, August 15, 2013, the Hershey's sales representative returned to my business, again during peak business hours, with a police officer. He again demanded the return of the freezer.

When I contacted Hershey's corporate, they insisted that the salesperson acted in such a manner on his own, without corporate authority. However, it is clear that corporate failed to communicate to the salesperson that he was allow the freezer to remain in my business until the ice cream was sold. Due to the lack of communication by corporate, Hershey's salesperson caused a significant disruption to my business during peak business hours that will adversely impact my business and its reputation. These business practices are unacceptable.Desired Settlement: Hershey's corporate should, at the very least, reimburse me for the last ice cream order placed with their company. After they have provided a full refund, they are free to remove the freezer.

Additionally, the Hershey's salesperson at the center of this ordeal is not to come in contact with my business again.

Business

Response:

September 19, 2013

Dear Ms. Cameron:

Hershey Creamery Company takes the customer service aspect of our business very seriously, and would like to offer the following information surrounding this complaint.

In July, 2012 the referenced business had installed two (2) brand new eight (8) tub ice cream dipping freezers, by Hershey Creamery Co at no charge in exchange for the business’s commitment to purchase an annual volume of Hershey product of $4000 per unit or $8000 total annualized sales. These figures were high-lighted and initialed by the complainants’ company’s representative in the service agreement signed at the installation of the freezer units. Also, as a new Hershey Ice Cream dealer, additional free marketing materials and paper goods we delivered to assist in the promotion of the Hershey line of products.

As is highlighted in the attached Long Term sales report; one can easily see that the total 1st 6 month’s sales equaled $971.65 which was far short of the required $4000.00 based upon an annualized sales requirement of $8000.00, Since this was a new venture for this dealer we agreed to extend the normal time given to hit the annual requirement. Again in the attached report one can easily see that even given the extra time this customer fell far short of the agreed to annual purchase requirements. ($1660,65 vs. $8000) On July 2, 2013, a letter was sent giving the dealer a 30 days notification that we would be removing their Hershey supplied equipment. (Letter attached) In early August, our local sale representative contacted the dealer that we would be removing his freezers due to low volume as outlined in the attached letter. Also in our service agreement signed at thee time of delivery of the equipment, these terms of not offering credit for returned product was expressly annotated. The dealer at time made threatening remarks and made it clear that he wasn’t giving up the equipment until he was ready. That is why when our representative went to collect our equipment he elected to have a police escort to protect him and to have a documented report of out activity.

We have made every attempt to work with this company, but at some point we have to say enough is enough and make final demand for our equipment, so it can be placed in another more profitable location. Every effort to increase this dealer’s sales was done by our local sales team, but sometimes the location just does not support the needed sales volume to have the free equipment program offered by Hershey Creamery Company. While Hershey has many other successful locations utilizing this program, I am confident that our customer service goes far beyond the 100% mark, and it is unfortunate that some, whose locations do not have the customer mix to support such a program, refuse to accept that fact.

Please do not hesitate to contact me for any other question or comments.

Review: WE carry Hershey's Ice cream at the country store we run in [redacted] named [redacted]'s [redacted]. I placed an order 2 weeks or more ago and never received the order. I contacted Hershey's and the lady that took my order had no idea what happened to my order so she contacted the sales man . The sales guy [redacted] came by the store to tell us we were not buying enough and they are pulling our ice cream freezer out at the end of October unless we purchase the freezer from them or buy our own. That freezer has been in the store for 9 yrs. We have never been told that we had to buy a certain amount in all the years, we have been with Hershey's . We were told this with no warning and I wonder how long it would have taken them to tell us had I not called looking for our order. This is poor business on their part and we are not much from meeting what they ask for and the end of the year isn't here. On Hershey's website they advertise that they issue signs and everything needed to carry their product . This is false advertisement.Desired Settlement: We should be able to keep the box at no cost to us. We were never told we had to buy their freezer for any reason from the beginning.

Business

Response:

October 29,2013

To Whom it may concern,

Complaint number: [redacted]

On October 8th 2013 I contacted [redacted]’s [redacted] to inform them they were not meeting the requirements for the free use of our equipment. We have a policy that our customer must purchase $3500.00 per year to maintain the free use of our equipment During that visit I talked to [redacted]'s son who is the manager of the store. I waited until another salesman with [redacted]had left as to not discuss our business in front of him. I told him that because of sales volume that we would have to remove our equipment before the end of October 2013. At that time I informed him we would still serve him product but could not supply equipment I even offered him a 5 % discount off of wholesale and thanked him for his business during the last 9 years. About 45 minutes after I had left the store , I received a call from [redacted] I once again explained the policy at which point he became very belligerent and began using very foul language , some of which I will not repeat in this letter , he basically told me and Hershey to stick the freezer where the sun doesn't shine ! Two days later I received a call again from Mr. [redacted] which I did not answer. He left me a voice mail in which he profusedly apologized for cursing me out and offered to purchase our or a freezer or make other arrangements. I have a copy of the audio of this voice mail which I would be happy to provide upon written request. The person who filed this complaint , [redacted] , I do not know or have I ever had any discussions or conducted any business with her representing Hershey Creamery Company. Regarding her complaint of signage, we did provide signs outside which were always taken down by someone at their location. During the last 9 years I have made several trips to this store informing them of our policies and tried to make orders to boost sales which were rebuffed. I am enclosing sales records for this store. I have been employed with Hershey Creamery Company for 23 years , this is the first time I ever remember a complaint of this nature ever being filed against me or Hershey Creamery Company. I regret having to remove our freezer , but I believe 9 years is enough to have a track record of sales history with this location.

Sincerely Yours,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

In response to **. [redacted] of Hershey ice cream we were never contacted about a minimum yearly order until October 8 ,2013 when [redacted] came by [redacted]'s grocery after Hershey's was contacted about an order that was placed 2 weeks prior .When **. [redacted] came by he informed us that it was a $3000 minimum and when he talked to [redacted] on the phone on October 8,2013 he also informed [redacted] that their was a $3000 minimum but when it got here it was $3500 minimum . The only sign that was hung up was in 2011 and hurricane Irene took that away . It is verifiable that no orders were every refused. **. [redacted] claims that he increased the orders and we rebuffed the orders . Our orders were never increased and nothing was sent back and this is verifiable. We feel that if it is a minimum that their customers should be made aware so that they will have a chance to try to increase their sales. We no longer have any dealings with Hershey's . We were upset because we felt like we were not given a chance !