Disappointing customer service
I was a regular customer of James Candy for several years until recently. I'm a longtime fan of Fralinger's saltwater taffy and appreciated that James Candy lets you choose your preferred flavors.
Last week I received my order. Two-thirds of the taffy in it was hard as a rock. I was afraid I'd break a tooth.
I contacted James Candy's customer service and asked if they could replace or issue a refund for the inedible taffy. In the past, I once had a similar issue and they immediately sent me a replacement. To my dismay, I received a terse reply stating that the taffy wasn't stale and that I should rub it in between my hands to soften it up. I was told that if that didn't work for me (I tried that, and it didn't work), I could send the taffy back and that once they received it, they would issue a refund. I found this disappointing in light of the fact that I had been a regular customer and they provided better customer service in the past. Considering the cost involved, including shipping, purchasing candy from them also isn't cheap.
Oh and James Candy's website states: "We guarantee your complete satisfaction." In my experience, they used to do that, but not anymore.