I looked into the BBB on this. Terrible reviews of this place, shocking customer service. Sending cheap substitutions without notice, no refunds at all, food arriving spoiled, things missing, CSRs hanging up and blocking calls. There was an article on CBC about them too.
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Frankly something seems like...going beyond just bad business practices here. False advertising maybe. Canada has laws about that. They say they can substitute items at their discretion of equal or greater value but they are always of lower value or even completely different.
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I think if you sell a basket that is labeled “chocolates” and then substitute out all the chocolate with other food items, that could be false advertising. I saw that occur often in the BBB complaints.
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Sounds like their substitution policy might be in breach of the Canadian Consumer Protection Act.
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I have gone down the rabbit hole here on this company. The Glassdoor reviews are bad too. One said that the guy who owns the company (which operates under several names) goes by a different name because he declare bankruptcy etc before.
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Someone posted an anon review, an ex-employee, who said that they were directed to make weird substitutions (apples for chocolate, etc.). But they also send out expired food that they remove from old packaging and put into new packaging. And anything labelled kosher prob isn't.
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Now that is illegal. But unless that guy decides to blow the whistle to the gov't about it I suspect nothing will be done.
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I can't submit a formal complaint on behalf of my SIL, and I'm not sure what the process is for it if they are a small business in Ontario but we're in Alberta and it's getting delivered to BC. But this company needs to be investigated, for real.
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Here is the CBC article on it:https://www.cbc.ca/news/canada/toronto/it-s-disappointment-in-a-basket-customers-sound-warning-about-toronto-gift-company-1.5360206?__vfz=medium%3Dsharebar …
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Turns out the company is also an American one, which is interesting, given their office is in Ontario.
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Sending perishable items through the mail without packaging them properly...I mean, if it's glass and food, that's a hazard. There are several reports on various sites (yelp, trustpilot, etc) that say the boxes are not labelled fragile, they aren't packed with dry ice, etc.
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And then the customers are blamed for not choosing the proper shipping for perishables. But that info is in their terms and conditions. It shouldn't even be an option to buy perishable items with ground delivery or whatever. And if they aren't labelling...
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then as far as I know that goes against shipping guidelines for Canada Post, FedEx, etc.
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