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Russell Stover


Bad service

Complaint Rating:  100 % with 10 votes
100% 10
Contact information:
Russell Stover
4900 Oak
Kansas City, Missouri
United States
I've been ordering LARGE amounts of discounted expired holiday candy from Russell Stover for years now, but all of a sudden they do not honor free shipping over $45 on discounted items. Why would I want $68 worth of chocolate if I still have to pay the free shipping? Ordered on weekend, can't get in touch with them until Monday, call them monday 10am and they say it's too late, I have to take the $68 in candy--feel like a fool. On their website FAQ: Question: Do Outlet items count towards free shipping? ANSWER: THERE IS NO ANSWER

Also, I did a survey for them and they sent me a 10% off coupon for thanks. Coupon states this:

To save 10% on your next order at www.russellstover.com, enter coupon code ********** during checkout. Shop now >

Thanks again!

Russell Stover Candies, Inc.

10% discount is valid online only and may not be used in stores. Discount expires 12/31/08

After placing the order, email confirmation shows the 10% was not honored. Why not?


Called customer service and got nowhere. Hey Russell Stover, it's not about $5 or $10, it's about principle. After ordering hundreds of dollars worth of chocolate from their website over the years, I'M THROUGH WITH ANY COMPANY THAT WON'T BEND AN INCH AND NICKEL AND DIMES ME. I DON'T LIKE GAMES OR COMPANIES THAT PLAY THEM.

Complaint comments Comments (13) Complaint country United States Complaint category Products & Services


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 5th of Nov, 2008 by    0 Votes
Be happy they offer the stuff at discounted prices in the first place. I also order discounted holiday candy (including a few cases from Halloween this year) and have never had a bad experience with Russell Stover. The majority of companies selling products online don't allow you to combine sales/offers/discounts. They weren't "nickel and diming" you. If you really wanted the product you wouldn't mind paying the few bucks it takes to ship the stuff.
 20th of Nov, 2008 by    0 Votes
It could be worse. I just bought a large box of Russell Stover chocolates only to find they filled the second level of the box with cardboard to save the cost of putting in a second layer of chocolates. Ill never buy another product from them again because of this. This is a cheap and dirty trick to fool consumers into thinking they are getting a good deal. The box could have easily been 1/2 to 1/4 the size because of the large spacing of the chocolates and the missing second layer.
 14th of Feb, 2010 by    0 Votes
The new wrapping is terrible. I hate the plastic deviders. The chocolate is smaller and hard. I don't even recognize the chocolates anymore. Before, I could tell you what every piece in the box was. They also smell like poop! Really, smell them. I've eaten these candies since I was a child and always told everyone how wonderful they were and not to waste their money on supposed gourmet candy. Now, they are as creepy as Whitman's.
 27th of Jan, 2011 by    0 Votes
Dear Sir,
I just want to mention my husband and I enjoy your Russell Stover Sugar Free Mint Patties but recently I bought two bags of 10 oz. Sugar Free Mint Patties and discovered that they didnot have the mint layer in the candy. I have started checking the candy and find if they feel ok. You can tell because they are much thiner and have an edge to them. I just felt you should know this. I am still going to buy them because we like them and I am diabetic I just have to remember to check them. Thanks Nancy Dunkle I don't like to complain but since it happened twice I thought it would be good to tell you.
 11th of Jun, 2012 by    0 Votes
russell stover does not honor their guarantee
especially when they made me mail at my own expense the disgusting white and horrible chocolate my youngest son bought me for mother day
i mailed each of the two boxes separately on may 21-2012
checked back on june 4th they didnt receive it yet
checked back on june 11-12 they didnt receive it yet
i posted a complaint this morning and get a call that i am not going to get my chocolate
replaced until they get the boxes in the mail
in my line of business i can't tell you how many clients i have purchased numerous boxes of candy over the 15 years i have been in business whether its to say thank you. or health issues or whatever the very many circumstances that i have used russell stovers candies
i am now on a mission to continually complain about this until this gets resolved
i will make it my personal goal to email every day concering this company
 20th of Dec, 2013 by    0 Votes
I will begin by saying that I have enjoyed Russel Stover candy for years. In the last few months I have purchased boxes of creams at Walgreen's in Wayne MI. Sorry to say, the quality has been very disappointing. The first box was discolored and very hard. I threw the whole box away. I would have taken it back, but I did not have the receipt. About a month later, I bought another box of creams, took them home and opened them, same thing. I took the box back and got a refund. Last week, I purchased another box of creams, same thing, discolored and hard. I will return this box also. I have been very disappointed in the quality. The expiration date on all the boxes were sometime in 2014. Hopefully, this problem can be solved as I look forward to buying your candy in the future.
 5th of Feb, 2014 by    0 Votes
You thieving bums! Russell Stovers used to be great be a great box chocolates but alas.. You've gone the way of every other all the other dogs. Profit before integrity, quality etc. all gone. Not only did they used taste better, there used to be more per box! The boxes used to be packed with chocolate, every inch of the inside of the box! The nice little paper cups, each filled with a good sized piece of chocolate, all pressed up tightly next to each other leaving no room for anything else. Now, vast spaces of plastic divider void, all four corners are plastic nothingness - how about more chocolate, and I do mean chocolate! Not "white chocolate" which is NOT chocolate but a cheap substitute to put politely. Putting a bits of that garbage in there to further stiff the consumer is just profane. Of course, less chocolate & doubling the price is another blatant slap in the face. On top of all this, the & taste have suffered as well. Your product used to be a lot better tasting, my favorite for a long time.. A mere shell of what you once were RS, what a shame.. Now? What a sham! Are you trying to put yourself out of business? I understand what I'm guessing is the grifter's motto, there's a sucker born every minute.. And the newer generations will be too young to realize how you used be, back when you used to do business like most in America used to, give the consumer a good quantity of quality product for a good price! No longer the case for most American companies & as is self evident, you are following suite. Now, you boldly display "Proudly made in America" on your boxes.. If giving people as little as possible for the most amount of money you can get away with is something to be proud of, if this the "American way", what a disheartening state of affairs we are in! Shape up or ship off.. To annals of history!
 19th of Feb, 2014 by    0 Votes
I was given a box for Valentine day, expiry is 14ma01 - the way the chocolates look sure hope the 01 doesn't mean 2001
 8th of Aug, 2014 by    0 Votes
their dark chocolate orange jelly sticks are very dark bitter chocolate & the orange jelly part was neither orange flavor or jelly ti was a taste less jujube covered in bitter chocolate. gail
 9th of Sep, 2014 by    0 Votes
hello my friend sent me a box of your chocolate for my birthday a 340g box bar code number was 0 77260 04164 6 i couldnt read the best before because i havent got a microscope glass to see it... i called yr numbers on the box - with no luck and as i was calling from new zealand will cost me ... anyway your chocs are stale - how i know this is because the dark chocolate is white and tastes stale to ...

my friend sent this to me in good faith an i cant tell her the chocs are stale that will hurt her feelings...

im telling you so you fix the problem so no other person will get stale chocs for their birthday ... sighs

thanks olivia
 22nd of Feb, 2015 by    0 Votes
Not happy with Russell stover getting rid of their chocolate in the glass doors I really loved cake pops. Bad call from corporate!!!👎👎👎👎👎👎👎👎👎👎👎👎👎👎
 24th of Oct, 2015 by    0 Votes
I've been ordering the Chocolate Covered Marshmallow Santa for years. They have not changed the shape of the Santa that now looks more like a glob. This is not so bad but now the ratio of chocolate to marshmallow has change and does not have the same flavor and texture. I guess I won't believe in Santa any more.
 16th of Nov, 2015 by    0 Votes
I hate Russell Stover Candies. I worked for them from September 2004-July 2012. I worked at one of their stores in Colorado (which is no longer in business). I love the products, but not the company itself. The people at the corporate office are stuck up greedy snobs that only care about making money, and not the people that work for them. With them I experienced the worst in what a retail job had to offer. My manager, coworkers, and I were forced to work harder than we were able. They tried to get as much work out of as little staff as possible. In January 2012 the company forxed my manager into retirement. Leaving myself, and two of my coworkers to run the store. In February that year one of my coworkers resigned. Leaving just two of us to run the store. The only help they gave us is sending in managers from other stores to help us out. I was only a part time employee, but I was working more than full time hours without full time benefits. My last coworker whom I got along well with resigned in June 2012. I was than by myself for a month running the store. Corporate only sent in staff from the nearest location in Denver to cover the weekends so that I would have time off. I finally had enough, and resigned as well. Their products may taste good, but their treatment of their workers is not. For me it was nothing more than a dead end minimum wage job.

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