Schwan's

I've ordered from Schwan's for 25 years or so, and it's always been hit or miss when it comes to service. But my latest experience makes it clear the company is now second-tier at best. I placed an order in early November; my order included a number of items I planned to use for Thanksgiving, and my credit card was charged. I was told my carrier would be by on the Monday prior to Thanksgiving, between 9 a.m. and 6 p.m. When the carrier hadn't arrived by 7 p.m., I called Schwan's, and the rep was baffled as to why my order hadn't been delivered. After several minutes on hold while she investigated, she told me the driver hadn't actually done his route that day. She said she had no additional information -- and no way to contact the driver or his local branch -- but she assured me that she could reschedule the delivery for Wednesday (the day before Thanksgiving) for between noon and 3 p.m. I emphasized the importance of receiving the order before the holiday. At 4 p.m. on Wednesday, I called to ask about the delivery, and was connected with an annoyingly upbeat and chipper male who, once I explained the reason for my call, put me on hold for several minutes, only to inform me that ... guess what? -- the driver hadn't actually done his route that day, and ... of course ... he had no way of contacting the driver or the local branch. And gosh, he was very sorry, but that he'd be happy to reschedule the delivery for after the holiday. I was decidedly *not* upbeat and chipper, and expressed my frustration. He could say nothing other than, "I understand." I canceled the order. The Friday following Thanksgiving, I called to ask when my credit card would be refunded. The rep assured me the order hadn't been processed, so all my credit card would show would be a "pending" charge. Not so. The card was charged the full amount of the delivery, minus two items that weren't in stock. Though she kept insisting I hadn't been charged -- "because that's not our policy" -- I offered to send her a screen shot of my credit card statement I was viewing on my computer at that moment. She said she couldn't access email images. I asked if I could speak to a supervisor or someone in billing to discuss the issue. Once again, she insisted the charge was merely a "pending charge" (nearly two weeks after I'd ordered), and that she had no way of forwarding my call. She couldn't have been any less helpful -- or any less compassionate. The most frustrating part of all of this is how helpless Schwan's customer service is. They have no contact with drivers or local branches, they can't connect you with someone at the company who can assist you with your specific problem, and they seem to have little respect for their customers (and little pride in their company). This was my final dealings with Schwan's. I've cut them slack (lots of it) over the years, but I've been loyal. No more.

This company is horrible and their customer service is the worst I have ever dealt with. They're clueless and cannot help you in anyway. Placed and order on Dec22, ship date was Jan7. Well it never shipped, showing pending. I call to find out why and they have no idea. The guy tells me that he guesses the carrier didn't pick it up but can't be sure! Tells me its in cold storage, whatever that means. Have no idea when it's going to ship. Refuses to let me cancel the order. The worst is that they never even contacted me to tell me they were having a shipping issue. I found out when I contacted my mother -in-law to see if she liked the food, surprise, she never received it. They never contact customers with order/shipping issues!! It's not their policy to do so! The only contact they make is to send a tracking number when and if the items are shipped. Other than that, the customer is left hanging and apparently there's no one there to take care of order issues. Why bother having customer service that have no idea of what they're doing. When I told the rep that I was disappointed with his answers he told me "what do you want me to do about it" . That was it , I told him I'm disputing the charges and he could eat the food. Save yourself the frustration of dealing with an inept company.

When I was a kid, we loved Schwans. You picked out what you wanted and the delivery person went out to the truck and you were done. Back then it was delicious. So I get a coupon and I think about past positive experiences and I bite. I place my order on December 19th, thinking it would be nice to have specialty items for the holiday season. When I get to the end of the ordering process, I learn the delivery will be Dec 28th. OK, won't be here for Christmas but still before New Years. They said the delivery will be between between 2 pm and 5 pm so we wait, we put a freezer duffel outside our apartment door, in case we don't hear a knock at the door. At 6:15 pm, I call the 800 number - customer service guy starts counting how many orders are before ours: 1, 2, 3, 4, 5, 5, 6, 7, 8, 9, 10 and then stops counting out loud as he realizes this ins't sounding good. To make a long story short, our food never came. So, when they open on the 29th, I call again to find out when our order will be delivered. The customer service lady informs me that the driver noted that we weren't home. Total lie. We were checking the hallway outside our apartment every 10-20 minutes after my first call to customer service. She says my next delivery date is January 8th!! That is 3 weeks after I placed the order!!!!!! I cancelled the order and my account and will never bother ordering from Schwans again. Will never recommend them. What used to be is no more. I don't even know if the quality is what it used to be.

They lied to me! I was ordering 243.00 worth of food to send to my son and family in Michigan. She told me they don't have schwans there so I would have to pay a extra 59.99. Then I find out from my son today saying he sees them all the time. So again I call and they said I shouldn't have hit sending to friends and family buttons, even though they make you hit it to send to someone else! I could've done it another way but that girl insisted they didn't have a schwans in Michigan! Then I call again because by this point I was done and wanted it cancelled! The manager said it was to late. The girl said she'd give me 200 points, so I asked how much that was worth. She told me it was worth 20.00 only to be lied to again, it was only worth 10.00 so I'm looking at it as they still owe me! The manager was rude and very nasty! They should listen to all the tapes but don't care! I got ripped off and it's not cheap for this stuff. It's also very small amounts so I had to double and triple order! As far as I'm concerned and all the one stars they have, obviously everyone else has been screwed over! Don't trust this company! If you order you'll be sorry! TRUST ME😞

I ordered a gift card for my Mother’s birthday. They had the option to overnight it so I paid an extra 30 dollars to overnight it and get it to her on her birthday. When she didn’t receive it, I started making phone calls. I talked to at least 5 different people throughout the course of this mess. They all gave me a different story as to why I didn’t have the gift card and that they would escalate my concern and that I should expect a call in 1 to 2 business days. Which didn’t happen for a week and a half by the way. They sure didn’t waste any time processing my payment as it went through the day after I placed the order. So they took my money knowing that the card wouldn’t get overnighted to me as not one person I talked to said it was even possible to get a gift card overnighted!! I’ve asked for a refund since the card didn’t arrive on time for my mother’s birthday, but they said all they can do is refund the shipping fees. Well it’s been 2 weeks and I have yet to get any kind of refund. The customer service was some of the worst I’ve seen! Especially Kathy in the “gift card” department. Absolutely no williness to make this right as they just couldn’t have cared less! I will NOT order from them ever again. And I highly discourage anyone ordering a gift card.

The order was in a garbage bag hanging outside the truck about two feet away from the Circle K garbage cans. The delivery person, Andy, was belligerent, rude, and just a mean person to the gate guards and to my husband, who met him at the Circle K because the driver refused to come on base. We had written in the special instructions that we lived ON/IN Luke AFB, and to call us if he had any questions. There are many deliveries that come on base from furniture delivery to Papa John's Pizza. I understand he didn't want to sign the security paperwork, but he could have handled it a professional manner as I would have expected from a representative of Schwan’s. He insisted that it was OUR fault, and that we must call Schwan's RIGHT NOW to make sure deliveries could be made in the future. He sat in the van and didn't even come out until my husband knocked on the window, and that's when Andy had the gall to beret my husband. How long was the food hanging out in the garbage bag? Was it Andy's unprofessional and thoughtless way to tell us to never order from Schwan's? Our experience was horrific, and I would never recommend this brand to anyone at the base. Please remove our names from your marketing and absolutely NEVER have Andy call/text us in the future. I would recommend some serious customer service training to Andy as he is exceptionally rude and condescending, which I am sure does not truly represent Schwan's ethics and behaviors.

Customer service is the worst! Drivers are horrible even going as far as to place extra items on my order!!! Never again and this best company BS is a lie!!! This must be someone from Schwan running this site, even asked if I was invited from the company to leave a review I guess that what is needed when the company is this bad. Other reviews online are well under three stars which is correct.

This company should have horrible reviews! I placed an order online and had a delivery date, then it was rescheduled for almost a month out . I changed it for a closer date and it was supposed to be here today. And nothing ! No communication or anything. Those were my groceries for the week. Over priced and can’t even deliver on the date they scheduled for you! Get a better manager or figure it out OR don’t be in business!

Schwan's has been great, especially during covid, but are now changing the name to Yalloh ?? and selling bio-engineered food - read the nutrition part of the label before you purchase - this isn't acceptable at my house and I'm sad to see this happen.

I place my orders online. No excuse not to have the items since I place orders well in advance. The promotion was 20% off $100. Because they did not have 2 of my items I did not receive the discount and was charged more for the items I did receive. Never again. Schwans company is basically a scam, and steal their customers money.

First order and LAST. Order was dropped off down the road at garbage cans in the rain not on dry ice This was for a home bound person. So totally unusable. $104 . company wont answer phone and wont answer email.