American Kandy Co Reviews 

Reply from American Kandy Co

Jun 4, 2023

Hello Ellie,

I'm delighted to hear that you had a fantastic experience with us. Your feedback regarding the excellent packaging and prompt delivery is greatly appreciated. It's always our aim to provide our customers with a positive and efficient shopping experience.

I'm also thrilled to know that you thoroughly enjoyed your treats. Customer satisfaction is of utmost importance to us, and it brings us joy to hear that our products brought you happiness.

Thank you for taking the time to share your positive feedback. Your support is invaluable to our small business.

Kind regards,

Nathan

Reply from American Kandy Co

May 29, 2023

Hello Zoe,

I am happy to hear you had a great experience with us. I am also happy that our new improvements made it easier for you to contact us.

I am glad the children enjoyed the pickles and fruit roll ups!

Thanks so much for supporting small business and thankyou for your valued feedback.

Best,

Tom

Reply from American Kandy Co

May 25, 2023

Hello Anita,

I am sorry for the delay with your order. We did experience issues with high volumes of orders which put pressure on sending out and answering calls. These issues have now been addressed and resolved. We have also added a chat option to the site to increase the customer service experience for our customers.

In regards to value, All product prices are stated on our website for you to view before purchase. This can give an insight on how much you would receive for your money.

Even though you were not happy with your purchase I really hope you enjoyed some treats in your mystery box.

Kindest of regards,

Tom

Reply from American Kandy Co

Jun 4, 2023

Hello Paul,

I am so sorry for the long wait you endured after purchasing your items. After checking your tracking information i confirm your items were delivered. Due to the time-frame you waited which is not acceptable, i have fully refunded your delivery charge to your original payment method and this shall be with you within the next couple of days.

We have recently added a live chat function on our website to make it easier for our customers to get in touch.

I hope this puts a more positive light on us as a company and i really hope you enjoyed your treats.

Thankyou for supporting small business and thankyou for your valued feedback.

Kind regards,
Nathan

Reply from American Kandy Co

May 25, 2023

Hello Courtney,

I am sorry to hear you were not happy with your mystery boxes. We always encourage customers to check prices on our website to judge how much they will receive in a mystery box. I will reflect this in our product description going forward to be as transparent as we possible can.

Best,

Tom

Reply from American Kandy Co

May 25, 2023

Hello Sarah, I am so sorry you had experienced a delay with your order. After checking your tracking information i can confirm this has now been delivered. If you could please update your review to reflect this that would be greatly appreciated.

Again, I am sincerely sorry for the late delivery. I hope you enjoyed your pickles.

Kindest of regards,

Tom

Reply from American Kandy Co

May 25, 2023

Hello Sarah,

Its so nice to hear you have had a good experience with us. Thanks you so much for supporting small business.

Best,

Tom

Reply from American Kandy Co

May 25, 2023

Hello Daniel,

I am so sorry to hear you had delays with your order. After checking you tracking information this is now showing as Delivered on Thu 18th May.

To compensate you for your late delivery I have refunded your shipping charge to your original payment method.

I hope you enjoyed your treats and again, i am so sorry for the delay.

If you could kindly amend your review to reflect these updates it would be kindly appreciated.

Thanks for supporting small business and i am sorry for the issues you had while using our service.

Kindest of regards,

Nathan

Reply from American Kandy Co

May 25, 2023

Hello Connor,

The whole idea of an American mystery box is that it contains treats, snacks and drinks that are unique to the UK market. And this may explain why you may not have heard of some of the brands before.

I am sorry to hear you did not like your American sweets.

All prices are clearly displayed on site, this can help determine the contents of a mystery box. The value of the box also corresponds to the retail prices listed on our website and is always the same price (Never Less) than the price stated.

Thankyou for purchasing and for your valuable feedback.

Best,

Tom

Reply from American Kandy Co

Updated Jun 4, 2023

Hello Lewis,

I deeply apologize for the delay you experienced with your order. It appears that due to a new shipping platform, your postcode was inadvertently allowed through, even though we typically do not ship to your location. However, we managed to find an alternative courier who was able to deliver to you.

Upon reviewing our records, I see that there were delays in the collection process, and I sincerely apologize for any inconvenience caused as a result.

After checking the tracking information, I can confirm that your parcel has been delivered. I hope you enjoyed the treats that were inside.

If it is possible, I kindly request that you consider updating your review to reflect the fact that you have received your items. This would greatly help us in providing accurate information to other customers.

Once again, I apologize for any inconvenience caused, and I truly appreciate your support of our small business.

Kindest regards,

Nathan

Reply from American Kandy Co

May 25, 2023

Hello kirsty, i am so sorry that you have had a negative experience with us. I can see from the tracking information that your order was delayed and was past what we would deem acceptable. I have now refunded your delivery charge to your original payment method.

I am also sorry you did not receive an email response. This is being investigated. In the meantime, to improve our customer service we have embedded a live chat on our website. We have also added the ability to track your order from the chat box.

After checking your tracking i can confirm your items were delivered. I really hope you enjoyed the treats within!

If you could kindly reflect this in your review it would be highly appreciated.

Again, i sincerely apologise for the inconvenience caused, thankyou for supporting small business and thanks so much for your valued feedback.

kindest of regards,

nathan

Reply from American Kandy Co

Updated Jun 4, 2023

Hello Shanagh,

I want to extend my sincerest apologies for the inconveniences you faced with your order. Upon investigation, it was determined that your address fell outside our usual delivery range, and your order was allowed through due to a change in our automated shipping software.

In an effort to fulfill your order, we arranged for another courier, but unfortunately, they let us down, resulting in further delays. I deeply regret that this has negatively impacted your experience with us.

I am also sorry for the difficulty you experienced in reaching us to inquire about the whereabouts of your parcel. To address this, we have implemented a live chat feature on our website and integrated a built-in parcel tracking system to enhance our overall customer service experience. Additionally, we are actively exploring options for a new phone system that will better cater to our customer calls.

After reviewing the tracking information, I can confirm that your parcel is now marked as delivered. Furthermore, I have taken the initiative to refund your delivery charge.

I kindly request that you consider updating your review to reflect these updates and the resolution of your issue. Your feedback is immensely valuable to us, and we appreciate your support of our small business.

Once again, please accept my deepest apologies for the difficulties you encountered. If there is anything else I can assist you with, please do not hesitate to let me know.

Kindest regards,

Nathan

Reply from American Kandy Co

May 25, 2023

Hello Lynsey,

Thanks for supplying with further information so i could locate your account.

I can see you Ordered on Thursday April 27 - we then had an additional working day before the weekend. And then an additional working day before you parcel was finally released on the 2nd. -2 working days Because we did not respond to your email in time you had allready filed a chargeback which we accepted. We found after investigating that Evri had not scanned your parcel on collection but the parcel was not in our warehouse after collection.



To improve our customer experience we are upgrading our email provider and in the meantime we have also added live chat to our website with an additional feature of being able to track your parcel. #

I am so sorry that you missed your daughters birthday deadline and that you had a negative experience with us.

Thanks so much for your valued feedback and i sincerely apologise for inconvenience caused.

Kindest of regards,

Tom