Tadi D.
Disappointing experience
When I came across Brocrates I was super excited to try it out however, it was a rather disappointing experience and I will not be ordering from here again. I ordered a custom crate because my partner is a fussy eater and there are things he simply will not eat. However what I ordered looked nothing like what he received. I reached out to customer service which was very unhelpful and downright rude. I was repeatedly point to your substitution policy despite reiterating that my case was not a swapping out for a “similar item” situation—you essentially changed the personality and taste profile of the basket. Further, this should be clearly communicated to the customers instead of making executive decisions on their behalf. For a custom gift basket, that’s not acceptable as I ordered a specific experience for my partner. He was very excited when he received the package but imagine the disappointment when he opened it to find items he doesn't even eat that he now has to give away or throw away! I am very disappointed and unfortunately will not be ordering from this place again.
Response from BroCrates USAOct 8, 2025
We sincerely apologize for the experience you had and the disappointment caused. We completely understand how frustrating it must have been to receive items different from what you selected, especially for such a personal gift. Your feedback regarding our substitution policy is truly valuable, and we’ll be reviewing our procedures to ensure better communication and transparency in the future. We truly appreciate you taking the time to share your thoughts — it helps us improve and provide a better experience for all our customers moving forward.