DB
I rarely leave negative reviews
I rarely leave negative reviews, but this experience was incredibly disappointing. We ordered a gift basket for a family friend, and what was delivered looked nothing like the beautiful, high-quality arrangement shown on the website. The basket was filled with much cheaper substitute items, lacked the presentation and detail advertised, and honestly looked like it had been thrown together carelessly. We were so embarrassed by what was sent that we ended up purchasing an entirely different gift basket from another company just so our friends would receive something appropriate. What made the situation even more frustrating was the customer service. Rather than acknowledging the clear difference between what was advertised and what was delivered, the company refused to offer any reimbursement or meaningful resolution. When you’re sending a gift to someone you care about, presentation and trust matter. Unfortunately, this experience completely missed the mark.
Response from Hazelton's Gift Baskets USAMay 20, 2026
Thank you for taking the time to share your feedback, and we sincerely apologize for the disappointment and embarrassment this experience caused. We understand that when you send a gift to a family friend, you are trusting us with an important moment, and it is incredibly disheartening to hear that what arrived fell so short of that trust. While our substitution policy allows our designers to use alternative components when specific items are out of stock, the final arrangement should always reflect the premium value, presentation, and high quality of the gift you purchased. It is clear from your description that we missed the mark on both the execution of your basket and its overall presentation. Furthermore, we deeply regret that our customer service team did not handle your concerns with the appropriate empathy or offer a meaningful resolution when you reached out. Your experience has been shared directly with our fulfillment and management teams to address both our quality control standards and how we handle customer disputes regarding substitutions. We completely understand why you chose to look elsewhere to ensure your friends received an appropriate gift, and we appreciate your candid feedback as we work to improve our service.