Hazelton's
Reviews and Complaints

I ordered the Venetian Gift Basket with an additional bottle of wine on 14th December 2017. It was supposed to be a christmas gift, but after a mix up with the delivery address it was delivered two weeks after christmas on 8th December. I paid a total of $241.48. The basket that arrived has multiple items missing. These were: A bottle of red wine, three different kinds of pasta, a cheese knife (which was one of the main items in the advertised gift), a salt grinder, a pepper grinder. Please note these items were MISSING, not substituted. In addition the balsamic vinegar that was delivered was leaking. I have a photo of the item as it was delivered. It is nothing like the basket that was supposed to arrive. The main purpose of this complaint is to warn others about this company. Most people who receive gift baskets have no idea what they were supposed to receive or what was ordered (since they are gifts). I think Hazelton's are taking advantage of this so I would like to warn others against using this company. go unnoticed.

Our company decided to try out Hazelton's for the first time this year - and we are shocked at how terrible of a decision it was. We ordered 5 large gift baskets to be sent to our clients. I repeatedly called Hazelton's to confirm my order over the phone, but the lines were busy and their voicemails were full and I was unable to get through. The gift baskets were sent out without the message I attached, so nobody knew it was from us. On top of that, some of the baskets were delivered at 7:45PM to a business (which was guaranteed delivery before 5PM) and sat outside in the snow overnight.
I finally got through to customer service today (after 5 days of calling repeatedly) and was told there was nothing to be done. I was not offered a credit or refund of any kind - a first time customer that spent $1100. When customer service asked "Well, what do you want me to do?" and I said "I want the gift baskets sent out correctly, with the message" she laughed hysterically and hung up the phone on me.
When I called back, and reported this instance to a manager, I was told the phone calls are not recorded and she was "Sorry". Still, no credit or refund of any kind offered.
We will never use this "service" again as the way their operation is run and how they handle incorrect orders is abysmal. It is clear that they rely on volume orders and take zero effort into making customers happy and want to return.

I ordered a gift basket for my son and his fiancee on November 17, 2017. The basket was supposed to contain chocolate covered strawberries and champagne with a ceramic dish and 2 champagne glasses. The shipment was not delivered until November 24th. Chocolate truffles were substituted without any notice, for the chocolate covered strawberries. Apparently, hidden someplace on the website the company has a disclaimer stating that they will substitute products when necessary. One of the champagne glasses was broken and the ceramic dish was also broken, making the chocolates inedible.
I have called the company 4 separate times and emailed. I have been treated rudely by most of the customer service agents that I have spoken with and given different excuses each time I have called. I was asked to send pictures of the damaged items, which I did. Here are some of the different excuses and stories that I have heard:
-We are filing a claim with the delivery company.
-I will give this information to my manager and we will get back to you.
-Our e-mail system is down.
I am now planning to dispute the claim with my credit card company. This company has the worst customer service that I have ever experienced! Total scam.

on October 12, 2017 I ordered a custom bucket to be delivered to my husband, as a surprise on his 40th birthday. ORDER NO. 50668.
His birthday was the next business day. I chose the "Same Day Hand Delivery - Guaranteed" to businesses by 5 pm/ residences by 8 pm. I specifically instructed them to get to to his workplace by 4:00pm. I also mentioned on the order note that, if they were unable to do so, to cancel it.
I got a call the next morning from Hazelton's Canada about a discrepancy with my order. They have charged me more for in item due to an error in their website. I asked for a refund. I also reminded them of the 4:00 pm deadline and was assured that it will be done.
Around 3:20 pm, I called customer service to inquire about the delivery. They said that the driver was still an hour away and won't make it by 4:00om. I was really disappointed. They assured me that it will be delivered to my home by 8:00 pm. They even reconfirmed my home address.
My husband left work at 4:15pm. He called me and said he was received several calls from a guy inquiring about when he will leave work (!) and that he is running late for his delivery. He also started to go on about how he was all these other deliveries to make to Oakville and such! First of all, my husband was the recipient of a surprise. It is beyond me why the driver will call him and not me! Secondly, it is definitely not my husband's problem if he has too many deliveries to make. Right there an then the company failed me! My husband, not knowing anything about what was going on, asked the driver to deliver whatever it was to our home address.
Despite my original request of 4:00 pm deliver, my 2nd phone request to get it delivered to my home (since they failed to keep their commitment), and my husband's request to the driver; the gift basket was still delivered to his workplace on a Friday at 4:48 pm, before a long-weekend, by the same driver who called and harassed him multiple times at his work!
As soon as I got the delivery notification, I called the delivery guy on his cell, begging him to get it to my home by 8:00 pm. He flatout lied about ever knowing about the 4:00pm deadline, or about the home delivery. He said, he is leaving for Mississauga and can do nothing about my problem; as if he gives a [censor]!
My husband came home on his 40th birthday without getting his surprise, or a present waiting for him on his big day!
The next morning I called the customer service and asked for a refund, since they have failed to do what they have charged me for - "Same day hand delivery", taunted my husband at his workplace, and caused me to lose face. She was the same person I have been speaking with all of yesterday; and yet, she went back on her words and said, they did what they are supposed to do and delivered before 5!
Hazelton's have totally ruined our day unapologetically. They did not reimbursed me for the original overcharge; nor they have refunded me for their failure to provide me service. They haven't even called me back to inquire about my complain.
I have nothing but regret that I took my business to them!

I ordered a birthday cake and some gourmet items for the birthday of my father who is in a nursing home. The cake arrived completely dilapidated - as if it had melted - with the top of the cake smushed against the top of the cake box. It had been raining outside and apparently the whole box of items arrived soggy and wet. They didn't have the cheese that I ordered so they decided to substitute other items without informing me. My father ended up with a brick of parmesan cheese and an ugly looking cheddar with porter in it. I would never send parmesan cheese to my father in a nursing home. I called the company to complain and they said that they would refund the amount of the cake, I'm sure only because I had a photo of it that I sent them. My family thought the cake was such a disgusting mess that they took a photo of it to send to me. The company also tried to blame the fact that the box was wet on someone in the nursing home and refused to refund the amount for the cheese because they claim that they say that they have the right to substitute items without notifying the purchaser. Luckily, there were no substitutions to which any of my family were allergic. I was not charged for them but there were items in my basket that I ordered that were not delivered but I would have only noticed that had a scrutinized my invoice. The entire order was botched and it was an embarrassment for me and much worse, a disgusting mess to deal with on my father's end. Considering how messed up this order was, one would think the company would be offering to give me an entire refund, including the $40 for delivery but the two people to whom I spoke refused to give me any refund beyond the price of the cake. I will be disputing the charge and urge anyone considering ordering something to be delivered by this company to steer clear.

If you want to find this guy you can find him in his new location the address is 130 sparks avenue the name of the company is basket and boards. This guys is trying to move secretly so he can escape to all those costumers that are complaining about their basket. He already closed hazeltons which is in 3816 victoria park avenue because he doesnt want the people to see him.. Act fast guys so this guy cant run anymore. We need to shut down his company right away. Anyone knows him as mark roberts. But he's real name is loren drotos.. Be careful on this guy because hes always sending expired stuff. He doesnt care to those people who are eating his products.. He's not human !

Horrendous experience. Customers beware. St. Nicholas gift basket for Christmas had a confirmed date of Dec 23rd. Website claims same date free hand delivery in the GTA with orders over 100 dollars. Paid $114 (mostly for the promise of the expedited delivery) - more than twice the value of the goods included. No delivery until now. Office claims to be open, nobody answers the phone. Phone routing system is not working.
Live chat with the agents (at least half a dozen attempts) resulted in nothing but lying agents, promising that the gift basked it already out for delivery. After filing cancellation request and a transaction dispute on Paypal, - Hazeltons proceeded with UPS label creation despite several requests to cancel delivery. Unacceptably rude staff. Email response when finally arrived - not signed and not a word of apology.

My worst online ordering experience ever. their website is completely misleading. They do not list simple policy statements close to the place where you choose your options. Like not shipping ballon outside province and replacing them with other stuff after you already payed for. shipping in regular postal boxes for outside province, and also not accepting cancellation even immediate one. Saying we will not be able to deliver on the time you choose although all the listed options said they can. This is horrible

On December 14, 2015, I placed an order for three "A Lump Of Coal..." baskets, each one to be sent to a different address on December 22, 2015. At NO point was there any indication on their website or in their confirmation emails that this was not an attainable delivery date. When I asked the three recipients on December 23 if they had received their baskets the day before, they all replied that they had not, so I attempted to call Hazelton's. Despite calling over thirty times (believe it or not, I'm not exaggerating) and trying every extension, I was not able to reach anyone, so I sent message through their website. I finally received an email reply from "Amanda B" later that evening, providing me with the tracking numbers for the three packages. She advised me to check on Canada Post's website to determine their location. When I checked online, I found that one of the three baskets had been delivered to Recipient A (a day late), the second basket for Recipient B was scheduled for delivery the following day (two days late), and the third and final basket for Recipient C was showing a delivery date of December 29, a full week after it was supposed to be delivered! I replied back to Amanda advising that this was unacceptable and asked that a supervisor contact me immediately. She replied with a standard, sorry for the delay, etc., etc., and told me that any requests to speak with a supervisor would be put in a "queue." On December 24, Recipient B advised me that the delivery had (finally) arrived, but the card was addressed to Recipient C! I apologized for the mix up and asked if he could send me some additional photos of the basket so I could see what it looked like. I also sent a list of what the basket was supposed to contain so he could let me know if there was anything missing. He said some of the items were there, but the majority of the items were "substituted, " and some were omitted entirely. Not to mention that "keepsake wooden box" was damaged. Later in the day on December 24, I received an email from Recipient A advising me that he had received a SECOND delivery, and this one had Reipient C's card attached to it! Again, I was forced to apologize for the mix up - how embarrassing! Recipient C NEVER received his basket! When Recipient A brought the second basket he received into the office after the holidays, I inspected it. I took photos of the badly damaged box, and the contents of the basket. Like Recipient B's basket, the majority of the items were "substituted, " and some were omitted entirely, and this box was even more badly damaged than the other. Their substitution policy that states, "we will substitute items of equal or greater value in all cases. We reserve the right to substitute any item with an item of equal or greater value. For example, if a particular type of pasta is backordered such as Spaghetti, we will substitute if with a closely related item at a higher value such as Fettuccine." Although some of the substitutions in the basket were relatively obvious, other items didn't come close to the missing items, and we were short two items in each basket! My experience with Hazelton's was abominable at best; from the delayed deliveries, to the mixed up baskets, to the one basket that never made it, to the missing products from at least two of the three baskets and finally to the complete lack of ANY semblance of customer service, the entire purchase has been a catastrophe. Despite repeated emails and phone calls to this company, I have yet to receive a call or email back from anyone, even though they have assured me someone would get back to me "that afternoon." PLEASE! Don't let their company website customer reviews fool you; they review all posts - I tried to post one and it's not online. They clearly only post the good reviews they receive. Do yourself a favour - NEVER EVER purchase anything from this terrible company.

I ordered a 'Around the World' gift basket for my son-in-law for Christmas. This basket consisted of 1 dozen imported beer and 4 food items. The package was delivered to my front door-step while I was at work. My immediate concern was whether the Beer froze from sitting outside. I immediately sent an email to Hazelton's - ZERO response. Christmas morning my son-in-law started to open up the wrapping and all the bubble wrap around each item and much to all of our shock and disgust, there was mold everywhere from either the contents of the antipasto jar. It was oozing everywhere on the other items wrapping and was green and very disgusting! I was so embarrassed! I immediately called Hazelton's on December 28th and they had the nerve to say I was at fault for not refrigerating a perishable item! I reminded their rep that the jar was NOT PERISHABLE until opened! After several follow-up emails, they still HAVE NOT responded back to me, nor did they ever attempt to make this right after I reminded them that mold takes several days (if not weeks) to form and this obviously happened in their possession! HORRIBLE CUSTOMER SERVICE AND PRODUCTS!

I ordered a gift basket for a on Dec 12. It was never delivered! The website stated that delivery in Ontario was 1 to 3 Business Days. After a week had passed I started trying to contact the company by phone and Email to find out what was going on. As of December 30th after multiple attempts to get in touch with Hazelton's I've had no response. After researching further, I found several other online complaints from customers who have had similar issues. Steer clear of this company.

I ordered a gift basket for a friend who's son passed away. Their website indicates same day delivery and free delivery over $100. When you choose your basket - it requests the date you would like it delivered. It showed up 5 business days late. Three days after the funeral. The company advised I had to choose another deliver option and pay more for same day. I advised the website was misleading. The package arrived damaged and smashed. Broken glass and open food, plus a bottle of bubble bath or oil had leaked all over everything. There website says you can do online customer service chat - there is never anyone there. I called several times before I reached someone. He said they would send another basket. The next day I received an email requesting pictures so they could send it to the claims dept of Canada Post so they would be reimbursed. I awkwardly asked my grieving friend to send pictures as it was now the next day and most of the basket had gone in the garbage. She sent me some of open food and broken glass frames which I forwarded to the company. They then advised they would only replace what was in the pictures unless I can send more - nothing but the frame and crackers would be replaced. I called again and I advised that if they wanted a picture of everything - they should have told me at the time. Not over several days and asking a grieving mother to dig through the garbage. Eventually he advised he would send another basket. 12 days later nothing was received. I called several times again to reach someone. He told me it was in claims and asked if I wanted him to check on the status. I advised that he said he would send another basket. He asked if I wanted him to check claims or let me know or not. I said yes and he hung up on me. I have not received any calls back or email. This basket cost $153. Gift baskets and flowers are as much about the presentation as the product. He takes no responsibility for improper wrapping. Blames Canada Post for damage and me for late delivery. Given the situation and the basket not being delivered to me, I expected the same product to be properly resent to my friend.