Schwan's Home Delivery Customer Service Issues

I received my order on April 2nd before the scheduled delivery date. I canceled three bread items prior to delivery, but unfortunately, the bread order was not canceled. The delivery person left my order securely on my front porch in my large insulated bag. I had left a check for my order, but he called informing me I owed $22.88, which was charged to my credit card. The check I left was for $56.45, which should cover my pending order for delivery on April 29th. I see that you already cashed my check for $56.45. Now, when can I expect the $22.88 refund for the canceled bread items as stated in the email sent to me? I have been a loyal Schwan's customer for 25 years, and I am concerned about this situation. It is crucial for a 97-year-old widow relying on Social Security. Please, I seek your assistance in processing my refund promptly. I sincerely hope my pending order arrives on April 29th as scheduled. Thank you, Darlene Ford.

Dear Schwans, I am deeply disappointed with the repeated missed deliveries of my order (#[redacted]). After the confusion with the previous order (#[redacted]) being combined and canceled, I was promised a delivery by May 8th, then rescheduled to May 20th, but it has not arrived as of May 21st. I have had no issues with previous orders and am frustrated by the lack of communication and delays. I am requesting a refund of $73.28 and points ($8.15) or for the complete order to be delivered by May 22, [redacted], 9:00 PM PDST. If this is not resolved promptly, I will involve my credit card company to reverse the charges. I can be reached at [redacted]. Please leave a detailed voicemail if I am unavailable. I hope to resolve this matter promptly to avoid further escalation and maintain our relationship. The lack of response to my emails and the difficulty in reaching customer service has been challenging. Sincerely, Donald L. Walker P: [redacted] E: [redacted]

Hello Everyone, I have been attempting to communicate with your team since early May [redacted]. So far, I have only received promises without any action. I made a substantial order and provided all my details. I am wondering about the status of my product. I am aware of the high gas prices currently (ironic, isn't it?). Could it be that you are hesitant to deliver to my neighborhood? It appears to me that you may only serve affluent individuals in upscale areas. It seems like your retail business is thriving, but I feel pity that you seem to have lost touch with empathy. I have a back issue that makes it difficult for me to go to the store easily. Unfortunately, it doesn't seem like this concerns you. Sometimes, finding solace in faith is what gets me through. It's unlikely that you would relate to this sentiment, as it seems like monetary gain is your priority.

I have tried multiple times to contact the company using the provided phone number, but each extension disconnects me. I placed an order without any issues, but when I called a few days later to add chicken fingers, I was upsold fish sticks. I agreed to add them, but on the delivery day, I saw that 2 orders of fish sticks were added instead of one. Additionally, my herb and cheese biscuits were removed from my cart. Despite trying every extension, I was disconnected when trying to reach a representative. The live chat was not helpful either. They advised me to inform the driver that I decline one of the fish sticks and that I had ordered biscuits that were removed. This experience has been frustrating, and I am no longer willing to do business with Schwan's after the headache this has caused.

I reside at [redacted] East Harry Street, Wichita, Kansas. My name is Tizzie Foraker, and our contact number is [redacted]. We wish to stop our monthly auto shipment of four boxes of chicken pot pies and one box of skewers scheduled for delivery on the 3rd. The skewers are in high demand and often unavailable when we receive our delivery. Kindly cancel all upcoming deliveries until after November 3rd, including today's order, to avoid unnecessary trips for the driver. We were unable to make these changes through customer service, so we are grateful for your assistance. Thank you, and may you have a pleasant day. Please contact the driver to cancel today's delivery and all future deliveries until after November 3rd. Thank you and blessings.

I placed an online order for around $[redacted] and received an email confirming delivery on 11/24/20 between 4:00-7:00 PM. However, I found my order sitting in the heat at my front door when I arrived home before 4:00. The boxes were soggy, some food was ruined and thawed out due to being delivered around 12:30, 3.5 hours early. I am disappointed with the early delivery and the lack of a call or notification. I tried calling the [redacted] number without success. This experience is not a good representation of your company and I expected better customer service.

Due to a software issue, I mistakenly messed up my delivery schedule with Schwan's. It's frustrating that I can cancel a delivery online, but to undo that cancellation, I have to wait and call. There should be a way to reverse actions made online. It's important that any changes made online can also be canceled online for convenience. Furthermore, once a delivery date is set, it should remain available for adjustment. It's frustrating to be restricted by a poorly designed scheduling system.

I have experienced multiple frustrating date changes with my Schwan's delivery orders recently. Despite a promised delivery window today, the truck drove by earlier while I was occupied outside. Due to past issues with new drivers not finding my house, I decided to cancel this delivery and request a call from a manager at the Tucson warehouse so I can place direct orders without relying on GPS, which has previously caused confusion with my address.

I have noticed ongoing issues with my deliveries. Receiving a text with a specific delivery time and then not having my order arrive is frustrating. I make arrangements to be present for the delivery or leave my bag out, but lately, there have been too many instances of missed deliveries without prior notice. This disruption affects my meal planning significantly. Today, I was informed that my delivery, scheduled for November 8th, will now be on November 22nd without any prior notification of the delay. I waited until 8:30 pm yesterday, expecting the delivery. I kindly request that my order be delivered by Thursday or that a refund be processed, as the new date is not suitable. Thank you.

I made a purchase from Schwan's Home Delivery on 11/16/21. Due to no Schwan's truck in our area, UPS was meant to deliver the items on 11/24/21. However, as of today, 11/29/21, the package has not arrived. Upon tracking the shipment through UPS, it claims the delivery was made on 11/24/21 at 6:52 P.M. to WINSTON, OR US. Despite someone always being home, the package was not received, prompting me to contact UPS for assistance. They are sending an email for me to fill out as part of their search effort. Unfortunately, delayed or lost deliveries seem to be a recurring issue, as a previous order experienced a significant delay last year. Moreover, attempts to contact Schwan's at 1-[redacted] have been unsuccessful, with the line appearing out of service. This experience makes ordering from Schwan's a challenge as long as UPS handles the delivery service. Sara L. B. [redacted] [redacted] NE Plum Ridge Dr. Winston, OR [redacted]

As a disabled veteran, my main way of ordering products is online. Lately, I've faced ongoing issues with Schwan's where two ice cream items have been consistently out of stock for the last two months. Despite being repeatedly deferred to my next orders due to being temporarily out of stock, I was recently informed by a representative that I could place a UPS order for one of the ice creams. I was thrilled when the ice cream was successfully delivered a few days later. However, when I called to place a larger order of the same ice cream, I was informed it was still out of stock. Another representative mentioned they were unable to process a UPS order this time. It appears to me that while the product may be unavailable in my area, it is accessible in other regions. I request Schwan's to please allow me the opportunity, once again, to organize another UPS order for the following ice cream products: Signature™ Espresso After Dark Ice Cream Pint #[redacted] and Peppermint Stick Ice Cream - SEASONAL #[redacted]. I would like to purchase 10 of each. Thank you in advance for your assistance. Larry

I have been attempting to receive my order for over three weeks now. Despite receiving emails and texts confirming the delivery date and time, the delivery has not shown up on three separate occasions. I have tried contacting customer service, but unfortunately, no one can provide an explanation as to why I am not being informed when delivery dates are changed. It is frustrating as I have been at home waiting during these times, only to see my neighbor across the road receive their delivery the day after my initial no show. I have been waiting for two weeks with no sign of my order, which was meant to include my dad's Father's Day gift. I requested a supervisor call me back, but it has been five days since I was promised a response within 24 hours. The decline in your service quality is disappointing considering it used to be exceptional and timely. The lack of communication and customer service is unacceptable. I am curious to know what the policy is when a delivery is rescheduled early in the morning with no notification provided to the customer. It comes off as rude and unprofessional. Thank you, Jami Deubler

On January 26, I noticed an extra item charged to my order that I didn't request. It led me to believe I got the ice cream I wanted when in fact, I did not. I spoke with my rep, Mitchell Sokolowski, about this issue, but during one call, we got disconnected, which made me feel disregarded. Following this, I asked for a different delivery person, but never got a response. Skipping ahead to February 9, I placed another order with a no contact delivery request. Surprisingly, the same rep serviced another tenant in my building but refused to deliver to me. I waited from 9 AM to 12 PM and even till 7 PM based on advice from Schwan's customer service. The delivery was then rescheduled for February 11 between 9 AM and 7 PM. I have concerns if the order will show up today. I've started seeking legal advice as this appears to be a breach of delivering goods. I provided my credit card in good faith, yet Mitchell Sokolowski has failed to fulfill Schwan's end of our agreement.

Yesterday, I made a $[redacted] order. Today, I got an email about a one-day customer appreciation event offering a 20% discount. When I called customer service to apply the discount to my order scheduled for delivery today, I was unable to receive it or cancel the order. It's disappointing that after nearly 30 years with Schwan's, I have faced this situation before. The additional $20 discount would have been helpful for a senior citizen like me. It's unfortunate to say goodbye after being a customer for so long.

I recently received a delivery of a big order that I placed, and unfortunately, there was a mistake in the items received. I had ordered two packs of bacon, one pepper and one applewood, but received an additional pack of pepper bacon that I did not request. This error resulted in an extra charge which is concerning for me as I am on a tight budget. While I understand mistakes can happen, I hope to avoid such errors in the future. Next time I receive a delivery, I plan to check the items before the driver leaves to ensure I receive what I have ordered.

I made an order on Wednesday when the item was in stock. However, I received an email today at 6:05, notifying me that the delivery date has been changed to tomorrow. Unfortunately, the 3 to 6 time slot on Friday doesn't work for me. I had a conversation with Travis where we had some back and forth - initially, he said he could change the time to 12 to 3, but then he claimed the item was out of stock, which wasn't the case when I placed the order. After further discussion, I called back and spoke to someone else who was much more pleasant. They assured me that the item will be delivered on Friday between 12 and 3. I noticed a sudden increase in the delivery fee recently, along with a new service fee of 1.99 added on Wednesday. These pricing changes might make the service less competitive. Thank you.