Schwan's Home Delivery Customer Service Issues

While I was working on my lawn mower in the shed, my grandson informed me that someone was at the door, which led to me finding a "missed you" note upon reaching the house. My wife had left a list of items, so I ventured out onto the porch and noticed the truck parked two houses down the street, approximately [redacted] yards away. I approached the driver, requesting a return visit once he was done with the current customer. However, he stated he would only be able to come back around 7:00, despite it just being 1:15. Given that we have plans at 6:00 and will not be home by 7:00, I found this inflexible schedule to be disappointing and not in line with good business practices.

I have not received a home delivery since my last complaint. The weekend delivery I had to adjust my work schedule for was missed, and now Tuesday is supposed to be the new delivery day. I made sure not to miss the delivery by leaving work early, but I was surprised when the delivery person passed my house without stopping, even though I was in the driveway. I find it unreasonable that the delivery is being avoided due to a fear of birds, as the packages can easily be left on my front porch. This issue has been ongoing for almost two months. As a loyal customer for over 25 years, I expect better service. Thank you for your attention to this matter. Terry E. [redacted] State Hwy 71 Sparta, WI [redacted]

I used a 50% coupon for an order, and when an item was out of stock, it was moved to a future order. When I placed the next order, the 50% discount was applied, including to the backordered item, which inadvertently reduced the cost of the rest of the items. Despite receiving an email confirming the total with the discount, I was ultimately billed the full amount. I believe the initial 50% off should be honored as originally confirmed. Although I understand the coupon was meant for a one-time use, I assumed it was applied as a gesture for the previous inconvenience. I didn't manually input the coupon for the subsequent order; it was automatically deducted. Order # [redacted].

Today, a Schwans delivery person came to our house while my father was out. I mentioned that my dad had the payment card for the chicken cordon bleu he wanted. The Schwans driver checked, didn't find the card, and I suggested he check with neighbors and return when my dad was back, which he ignored. He insisted I call my dad for the card number, but I didn't have my phone. When I offered to fetch it, he refused and said I had to give the card number or miss out on the delivery. The situation could have been handled better with some consideration and politeness. We've had issues with this Schwans employee before, as he's been rude to both me and my father. It would be appreciated if someone could address this behavior with the Schwans worker or send a different delivery person in the future.

My delivery was scheduled for Wednesday the 14th, but the driver never showed up and I didn't hear from Schwans. I later checked my email and saw the delivery was actually for today. There's a clear lack of communication here, and it's frustrating. I called in and was told my next due date is November 28th. I had to cancel plans for Wednesday, and today when I tried to resolve the issue, Joey was unhelpful. He refused to assist further, and I suggested we make a three-way call or he call them while I stayed on the line, but he left the situation unresolved. I will share my experience on social media to highlight Schwans' unreliability. Joey lied about being unable to contact the depot, which seems unreasonable. Please have corporate reach out to me. Thank you. MLR

My order was supposed to be delivered on Wednesday, November 14th, but it did not arrive, and there was no communication about the delay. I then received an email stating the delivery was rescheduled for Saturday, November 17th, but once again, there was no delivery and no communication. I called today and was informed that I would have to wait an additional 24 to 48 hours to find out when my order can be delivered. This has been a frustrating experience, and the customer service representative I spoke to did not provide any satisfactory explanations. I have been waiting for 6 days, or [redacted] hours, for an order that was not delivered on the promised date. I rely on this order for Thanksgiving and I am concerned about the lack of communication. I am part of the Schwans Pay program, which allows me to pay for my order through my account. I hope to get assistance with this matter promptly as the holiday season is already difficult due to personal losses. Thank you. - M. Rodriguez

I bought a Spiral ham today for our Christmas dinner, but discovered a small hole in the packaging when I put it in the fridge. I called customer service immediately to request a replacement through the driver, but I was put on hold for over 20 minutes and haven't received a call back yet. This is really important for our holiday meal, and I'm getting worried. If this isn't resolved promptly, my family and I might not order from you again. It could have been an easy fix by asking the driver to come back. I'm anxious for a quick solution. The ham was delivered to my son, Justin S., at [redacted] Culpepper Dr. in N. Tonawanda, NY [redacted].

I recently had a concerning experience with a customer service representative named Austin at Schwan. When I called for assistance because my delivery stopped, Austin informed me that they couldn't send out a truck until I made a purchase online. Frustrated with his response, I requested to speak to a supervisor and was eventually connected to someone named Michaela. However, the conversation took a negative turn when she insisted I provide my credit card information over the phone. Despite explaining that I was driving and unable to do so, she continued to press me until she abruptly ended the call, claiming she was the highest authority available. This interaction left me extremely dissatisfied with Schwan's customer service and concerned about their practices. It's disappointing to see their delivery trucks idle in parking lots while I struggled to get assistance with my delivery.

On June 6, I didn't place my usual order due to uncertainty about being home. The driver still came, and I bought two items for $26. I find it unjust to incur a $3.95 delivery fee without earning any rewards points. The driver's unsolicited stop led to the purchase, benefiting Schwans. If I hadn't made a purchase, there would have been no profit. While I understand it's company policy and not the driver's choice, I'm disappointed. Ordering online incurs a lower delivery fee of $1.75, which seems more reasonable given the product prices. If this occurs again, I may refrain from future purchases and will explain my dissatisfaction to the driver.

My order did not arrive on July 8 as I expected based on the sticker from my previous delivery, which is usually on Mondays unless it's a holiday. After speaking with Sean from Schwans, he mentioned the new delivery date is the 13th and advised me to contact the nearest depot. I requested the phone number, but he suggested I find it myself, which was not helpful as I only have the number I use to place orders. I have had issues with online orders in the past and this experience might lead me to reconsider being a customer. - Mary W.

I had an unsettling encounter with a Schwans driver on a gravel road. While out with my dog, I noticed the driver behaving aggressively towards me on a quiet road with no homes or traffic. Despite my attempts to give space, the driver tailgated me and drove recklessly, even skipping a stop sign and fishtailing at a corner. Feeling unsafe, I had to take measures to distance myself from the erratic driver. I later reported this incident at Casey's in Goldfield, Iowa. It's concerning how this driver's actions endangered others. - Cheryl N.

I was walking my dog when your driver sped down a narrow dirt road without yielding or slowing down for pedestrians. This behavior is unacceptable. I've been running on this road for 14 years, but today was my rest day, so I had enough time to move aside. I was nearly forced to jump over a drainage ditch to avoid an accident. Location: Leash Road, Cooperstown, PA Time: 5 minutes ago Date: August 9, [redacted] Thank you, Erin K.

My recent Schwan's delivery on 09/19/[redacted] seemed like a good deal at first, with a total of $[redacted].61 minus discounts equalling $[redacted].95. However, the delivery driver ended up charging me $[redacted].08 for 4-5 "freezer bags" that were never mentioned when I placed the order online. This extra charge of $21.13 for the bags was unauthorized and shocking to me. I believe customers should be clearly informed about any additional charges before finalizing their orders, not after the delivery is made. The receipt provided by the driver did not even show an itemized charge for the bags, making this practice seem deceptive and questionable. I want the $21.13 refunded immediately as I did not agree to nor was aware of this charge.

I am a new customer and faced delivery issues from the beginning. Despite specifying back steps delivery due to my sister's disability, the items were left at the front steps, causing inconvenience. Furthermore, a gel pack leaked over the groceries. Customer service was apologetic but failed to resolve the problem. When I gave the service a second chance, the delivery was late and eventually canceled without my consent. Despite my attempts to escalate the issue to a higher authority, I received no satisfactory response. The lack of concern for poor delivery practices has led me to doubt ordering again. It is disappointing because the products were good, but the service quality is unsatisfactory.

My client number is [redacted]1. In August, I was expecting an order which was left on my back porch behind the door and wasn't found until the next day, causing me to have to throw it out. Then, on September 26, another order was supposed to arrive but never did. I have reached out to your customer service twice in the last 10 days and was assured that someone would contact me to address the delivery issues, but I have not heard back. At this point, I would like to request a refund for the amount I paid. The total was a little over $50. Can you please confirm that the refund will be processed? Thank you.

To whom it may concern, I am a previous customer who recently signed up for your services about 6 weeks ago due to relocating over a year ago. On the first day of signing up, I purchased only a half gallon of ice cream, not anticipating the Schwan’s delivery person to arrive at my door. Two weeks later, I was prepared with a $45 order for your sales representative. Despite seeing the Schwan’s truck stop nearby, the delivery person bypassed me and stopped further down the street. I let it go, hoping for a next time. Fast forward to four weeks after my initial sign-up, I had a significant $[redacted]+ order post-payday and was eagerly awaiting it. Additionally, I had an order from a friend totaling just over $30. While sitting near my living room door with my husband, I thought I heard the Schwan’s truck. When I got to the door, your representative was already leaving. Although an order form was attached to my door, the rep did not ring the doorbell or knock, likely to avoid inciting my dogs. Today, I received a phone call informing me of a delivery date change from the 9th to the 12th, which I noticed is now the 14th. What’s happening with your company? The lack of communication and effort from your representatives is disappointing. They seem to rush through stops, only briefly leaving a note to feign effort. I’ve spoken to colleagues in neighboring areas who have also noticed a decline in your reps’ dedication to generating business. It seems that my long-term business was not of interest to the rep, just meeting quotas. Please refrain from suggesting online orders, as I find them impersonal. Despite the inconvenience, I will continue supporting local businesses where I feel valued elsewhere.

I am writing to address an incident regarding my mother's recent Schwann's delivery. Today, my mother experienced a delay of over 2.5 hours past her scheduled delivery time. Upon finally arriving, the delivery person, Josh, claimed he had come by earlier, but my mother, who is 97 years old, insisted he had not. When my mother requested her order, Josh left abruptly without delivering it. She has also not received a new catalog despite prior requests. My mother, who lives on 111th st. in Toledo, spends her limited income on Schwann's products. Due to Josh's behavior, a complaint will be filed with the BBB on her behalf. I demand a resolution and assurance that her future deliveries will be handled with respect. If this matter is not resolved by the next scheduled delivery on the 19th of November and if Josh is involved, my mother will cease ordering from your company.

I made a purchase on 11/28 using order number [redacted]05 during the Black Friday deal offering $50 off $[redacted]. I expected to be charged only $[redacted] according to my receipt. However, I was charged $[redacted] after delivery which was surprising. Are you not following through with your promotions as advertised? Kindly refund $25 to my card; otherwise, I will no longer support your business. I am very active on social media and will share my experience with everyone. Deceiving loyal customers is unacceptable and detrimental to your business.

I received my order today, December 17th, [redacted]. Unfortunately, the order was incomplete with 4 items missing. After a 52-minute wait time to reach customer service, I was offered a callback in 75 minutes due to the busy holiday season. When I explained the situation of the missing items needed for the holidays, the only resolution offered was a refund or credit for the next order. Despite being with Schwans since [redacted], I have recently experienced continued disappointments with missing items and delivery scheduling issues. This time was especially upsetting, and I felt the need to express my dissatisfaction. While we have always loved Schwans, this recent experience has left me considering other options. Not a happy customer. - J. Kinney

I purchased chicken patties #[redacted] on January 31st along with other items, but upon organizing my freezer, I noticed the chicken patties were missing. Although I was charged for them, they were not included in my delivery. The delivery person, who comes every other Friday, is unknown to me by name, but I would appreciate receiving the missing chicken patties on February 14th during the next delivery. This error is uncommon as I frequently order from Schwans. I believe this was an oversight, and I hope to have it resolved promptly. Thank you for your attention to this matter. Warm regards, Carrie A.