Fannie May Candy Shops

I was a long time very loyal customer of Fannie May Candy. Over the past year or two I’ve had a series of less than perfect experiences with the quality of candy I purchased in some Fannie May shops in Chicago, and also from their website
I overlooked many of them because I always loved the company.
Quality problems I encountered ranged from creams not being fresh, having the white «bloom» coating on them, broken pieces of nut clusters, and lots of tiny chocolate «dust» particles all over pieces in the box. I’ve also had problems with the online service. Over half of my Christmas orders arrived late, despite placing orders as early as October. The candy I ordered arrived disheveled. Recipients actually told me it was in rough shape when it arrived, which was very embarrassing.
However the final straw for me was this week while I ordered Fannie May Candy for Valentine’s Day gifts. I placed an order online just before midnight and a few hours later I received an auto-​e-​mail with a great offer for 30% off. When I called Fannie May I wanted on hold for 25 minutes before someone answered. I explained my position and asked them to adjust my order with the new offer, but they refused. I do realize the new e-​mail did state that it could not be applied to previously placed orders, but given the time frame between order placement and the new offer, I asked for an exception. I also asked the customer service person to consider my purchase history. (I have bought nearly $ 7,000 in candy from Fannie May) As I consider myself a very good customer I felt it was reasonable to ask for this accommodation. They refused.
I should also point out that in an unrelated matter, a month or so ago, I sent an e-​mail to someone at Fannie May about my experience from Christmas gift orders, along with detailed photos of the poor quality of candy that was shipped. No one ever responded. In my e-​mail I clearly stated I wasn’t asking for anything in return, I truly didn’t want a refund or credit. All I wanted was to be acknowledged as a loyal customer.
Today’s experience with Fannie May finally pushed me over the edge. I cannot continue to put up with being abused by a retailer who takes its customers for granted, sells and ships candies that are sub-​standard, arrive damaged or not in peak condition. Especially considering the prices they charge.
I suppose business at Fannie May Candy must be booming if they can afford to lose a loyal customer with a purchase history as long as mine. I’ll never buy any candy from them again. And I hope you don’t either.

The candy is so great here. sometimes I just buy a small bag for a treat for myself! Mostly they make really great gifts though!