Give New Meaning to Incompetence
This is the 3rd year as a client and until November I have sung their praises and given glowing recommendations to colleagues and friends.
What a difference a bit of success makes. It’s the only thing that might explain the incompetence and lack of customer care I’ve experienced of late.
On 28th October I ordered Christmas hampers to be dispatched on 22nd November. This was in response to the offer of an incentive to order early and pay in advance. You would expect this incentive to be based on min order quantity or order $ value. But as I ...later discovered it was based on quantity alone. So, despite their hampers being priced from $69, the fact I spent $470+ amounted to nothing as I had only purchased 3 hampers and not 4. That issue aside, I went online the following day to update the delivery details for Adelaide to discover it had already been dispatched and therefore the address could not be altered. 1. I sent an email immediately to ask if this was true as the dispatch date was 22nd November along with confirmation of the correct address. 2. The reply I received on 2nd November ignored their mistake and advised the hamper was successfully delivered at 10am Monday 1st November. It went on to say if the hamper was delivered incorrectly, I could choose a gift voucher for the cost of the hamper minus the delivery charge or a receive a full refund. 3. In the absence of any further communication, I wrote again on 16th November to say this was unacceptable.
3 week delivery - unacceptable
I ordered a hamper as a birthday gift that arrived 3 weeks later. Their response was "the delivery time is only an estimate" taking no responsibility for its lateness. (Mind you the delivery time was estimated to 2-3 days at the time) Will not be ordering from them again.
I’m very disappointed I ordered a Father’s Day hamper for my daughters father.
That was a month and a half ago .
Still has not turned up.
I keep ringing to be told it’s an issue with Australia Post.
I have never been offered a refund which would have been the right thing to do.
I’ve been using Australia post myself and never has an issue.
I just want my money back end of story .
perfect delibvered on the right date. Wish it could be delivered AM
Delivered exactly on requested date AND the delivery driver said "Happy Birthday" . My friend loved it but I just wish it could have been delivered early in the morning. I will use them again. very happy that they delivered what was promised . Only positive feedback
Agree that the customer service is TERRIBLE
I ordered a hamper and paid extra for preferred day delivery. I later found out this means:
a. The person has to be home for 12 hours that day waiting for delivery
b. Even with my authority they won't leave it if the person isn't there
c. They do not leave a note of missed delivery or any option for the person to get it from the post office or similar
d. They try again the following day and if again they aren't home for 12 hours (no smaller window can be given), it goes back to the shop and you have to do the process all over again!
No flexib...ility whatsoever. I gave authority to leave, they said they can't guarantee. I asked for a late afternoon delivery. Couldn't do it. A smaller timeframe. No. A notification on the day. Nada. Lisa, who is apparently a supervisor did NOTHING to assist, just kept reiterating the policy and blaming the courier company (um, who chooses the courier..??).
Hampered by TERRIBLE customer service. AVOID at all costs.
THE WORST customer service I've had in YEARS. I placed an order on 23rd August, expecting the 2-3 day delivery time quoted. By 1st September, my parcel still hadn't arrived. Granted, there were delays with Australia Post at the time, so I was being patient.
I contacted The Hamper Emporium to ask for an update. I was told by Sarah that she couldn't help with parcel updates on the live chat facility and I would have to send an email.
I told her I'd already followed up with Australia Post and the parcel was still listed as "it's being prepared" ...which means they've received the shipping notification but have not received the parcel. After much more back and forth, I was told that I simply had to keep following up with Australia Post directly and wait for a status change. Come 6th September, I followed up Australia Post again, and they confirmed they had not received the parcel from The Hamper Emporium. Back to the live chat for The Hamper Emporium and I get Sarah again. This time I'm told that Aus Post is "experiencing technical issues" and that's why it hasn't been scanned. After 2 weeks of waiting, I'm ready to just get a refund. Sarah tells me that she'll need to wait for the recall of the parcel from Australia Post (which seems impossible as they haven't received anything) and I will be issued a refund after that. Sarah refuses to set any expectation of how long this will take.
So incredibly cranky. Ordered a 'Fathers day' hamper, checked delivery - time was well within 1-3 days on website. I have just followed up and have been told its being delivered next Tuesday!!!! Fathers day is this Sunday. In lockdown with very few options, they had no solutions for me other than to recall the delivery - which incidentally they can recall - but can't speed up? go figure. Never again.
Go with another hamper company!
Disappointed with the entire experience with this company. Org 2 hampers for $165 each. Paid the extra express delivery. Took 4 days to arrive with me chasing the company up with no luck still waiting on a reply from the company. Then tried to communicate via Instargram and noted how disappointed and disgusted I was with the poor service to which they deleted my comments and blocked me which was quite funny as they are trying to hide the fact of their poor service. Still to this day I’m waiting for my refund which they emailed me they would send as well as a reply from last week… def look for another hamper company that are willing to take ownership and excellent customer service and not hide away.
Terrible value for money, poor quality products.
I wanted to send my parents a christmas hamper, but all of my favourite hamper places couldn’t deliver before xmas by two weeks before christmas. So this place was able, so I sent my mum and dad a “christmas hamper”, or what was advertised as christmas hamper and I believe I paid $79 for it. I couldn’t believe it when my mum sent a pic - tiny with about four products in it and nothing christmassy about it nor what it looked like in the pic. My mum told me the nuts were stale and the olives really hard and I was incredibly embarrassed and even ...though I had paid a fair bit for it, it looked like I had been a total cheapskate and put no thought into it as the hamper was tiny, un-christmassy and very poor on quality and quantity. STINGY is the word I would use. Never again.
A Right Royal Hamper fit for a King and Queen, but for little ol'me!
I received a beautifully presented and colour coordinated Hamper today,from my Son Ben and his special gal Renee and want to commend you all on your excellent business acumen and eye for detail. Highlighting Australian produce from smaller gourmet manufacturers, certainly shines a light on their produce, so well done! Can't wait to enjoy the contents. Your attention to detail with the card (also colour coordinated) didn't go unnoticed. Such a beautiful gift!! Thankyou to all involved! Wishing you all a Very Merry Christmas and a Very Healthy and Prosperous New Year!! Kind Regards, Robyn Bastian
Great service and amazing hampers
Gifted one for a birthday, recipient was very happy and it arrived right on the estimated delivery date. No complaints at all.
Fantastic gift service
I have been using The Hamper Emporium for the last 6 months for gifts for our clients. Every box has been packed perfectly and all products are of good quality. The delivery arrives when stated and we will continue to use them.
Mother's Day hamper was just divine!
I use Hamper Emporium quite a bit for sending to colleagues/business customers at Christmas time, etc and have always been happy. This year, I received a Hamper Emporium hamper for Mother's Day - and it was simply divine! Everything packaged gorgeously, and the contents were perfect - Moet champagne, Moet canvas tote bag, candle and munchies - loved it all! Made me feel very special. Good work!
Micro brewery hamper.
EXCELLENT experience from clicking on the website to delivery -- so well deserving of 5 stars! Happy sender through to an even happier recipient! Looking forward to using Hamper Emporium again.
Expensive for small product quantity, especially what's inedible!
Most of hamper was ok, but not the best value for money and salted caramel sauce could not be eaten. Smelt and tasted like squashed ants. That was a bit concerning. Don't think we'd order again.
Other Flowers & Gift Shops
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.