Americansweets reviews

Americansweets reviews

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5.7
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Really disgusting customer service!

I have ordered from this company a couple of times and the first time I didn't have too much trouble, even though I find the P&P of £5 for orders under £50 to be pretty expensive. However, they are not the only company to do so so I can't fault them for that alone.

My second order was placed around Christmas time and I had ordered a few items for a friend of mine as a Christmas gift, one of them being a box of Hostess cupcakes with cream filling. I only managed to get them to him after new year, but upon opening 2 of the cupcakes he told me they had no filling and that back in Canada if this happened the stores would replace the box. So I contacted the stateside candy co about this and requested a replacement. Their response was to request photographic evidence or if I could not provide this the best they could do would be to provide a partial refund. This sounded fair to me. However, upon sending them a photograph of one of the cupcakes with no filling they simply apologised and offered me a 10% discount on my next order. No offer of a replacement or refund as per their initial email.

I took this up with them and explained it was unacceptable to force me to spend further money with them just to receive a measly discount when, by law, I am entitled to a refund or replacement. Their response was that they could not replace the cupcakes and therefore they are offering me a discount and that was that, that it was a manufacturing issue and they'd keep an eye on it in future (as if that's of any help to me!). Apparently since I'd "accepted" the goods this meant I was entitled to no remedy and the discount was a goodwill gesture. The law states that if something is not as described, the customer is entitled to a refund or replacement and if a replacement is not possible the customer can choose to keep the item and receive a partial refund. Despite me saying all this to them they refused to acknowledge the law and I will never again place an order with a company who deal so disgustingly with customers who have problems with an order. To have spent £50 with them and be treated like that? I'll take my business elsewhere thanks and I recommend others do too. As you can see by other reviews their customer service is way below par.
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Fantastic Selection but Extortionate P&P!

I've been using State Side Candy Co. occasionally for a number of years now but the main bugbear (and reason why I don't order a lot more frequently) is the price of P&P!
I can understand that it's expensive for the company to post such heavy items (such as groceries, cans of pop etc) but it's a nightmare for customers wanting to order a few chocolate bars and packets of crisps.
I cannot justify spending £4.50 on postage when my order total is around £20-£30. Most companies offer a free service for orders over at least £20, whereas with this one the minimum is a whopping £50.

I love the huge selection of products on offer and the prices are competitive but I honestly think that the company should offer a cheaper more reasonable P&P service for people wanting to place smaller orders.
For example my local shopping centre now has 3 American candy shops with cheaper prices - only problem is it's quite far to travel to across the city. I'd much rather travel there than pay an unreasonable P&P cost!
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Sweet

Great of selection and price. I'm mostly interested in the american stuff, particularly cereals, pop tarts and candy. It's a great one stop shop for all my goodies. Shipping was good. Timely and we'll packed. Although my lucky charms did get bashed a bit :(

Nice bargain selection as well, quite happy with my xmas jumbo assorted box of hello panda cookies. Actually wish I'd bought more!

Better(selection/cheaper) than cyber candy and other online retailers in my opinion
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Good all-around service

I've made many orders from this site over the past couple of years and only two of those had any issues. Both were handled quickly and professionally.

I find them to be extremely reliable with good prices (considering most stock is sourced from the US) although I do wish they could find a way to improve their despatch speed and delivery costs.
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A great range of products, but no so great customer service.

I've been using American Sweets (aka the Stateside Candy Co.) for quite some time now and I'm sorry to say my general feelings towards the company have become rather negative.

The major issue I have with the company is that almost every time I place an order I find that when I open my parcel there are multiple items missing as they, according to the company, have become out-of-stock (or in some circumstances were found broken in the warehouse) since placing the order. They seriously need to look in to how they can improve their ordering system as it's quite disgusting paying £4.50 for delivery of a parcel with at least 25% of it's expected contents missing.

Next in line is that the price of clearance items can drop quite sudden and dramatically, and I have contacted them about this before after I placed an order only to find that three items had been reduced in price by 50% overnight. Their response was simply "your parcel has been dispatched and therefore we can amend any prices".

Finally their customer service skills are lacking somewhat. I've contacted them several times over the year and the tone of the e-mails (usually responded to by Emma Baker) are rather abrupt, that is if they're not ignored completely.

From reading the reviews of this company by other customers, it seems that all have complaints of a similar nature, and I would highly advise the Director to take these issues onboard if they wish to keep customers.

Before I finish, I just remembered that on my last order which had items 'out-of-stock', the items were refunded (as I requested) but the refund was issued by cash enclosed inside an envelope - which I think speaks volumes about their professionalism, or lack of.
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Dreadful customer service

As a consumer I am covered by Distance Selling Regulations for any purchases made online.

Following a failed delivery attempt I now wish I had read the companys 'terms and conditions' before placing an order.
Taken from the website:
If your goods cannot be delivered for any reason and are returned to www.Americansweets.co.uk, the cost of the goods will be refunded in full less a £12.00 charge to cover postage, packing and administration. If an order is returned as a result of a customer not collecting it from their local sorting office customers will be charged a shipping fee of £4.50 for us to redispatch the order.

Flagrant flouting of DSRs and a warning to anyone before placing an order.

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About this company

British store selling American Candy and Groceries including brands such as Reese's, Hershey's, Betty Crocker, Lucky Charms, Oreo cookies, Froot Loops and many more American brands. We ship to UK and Worldwide.

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