Edible Guarantee

The purpose of the “Edible Guarantee” policy is to ensure that Guests and recipients are satisfied with the service and quality they receive each and every time they purchase or experience an Edible® product. Our products are amazing, and we want our Guests to know that we stand behind it. Guests should feel comfortable that their order will be delivered as, it was promised and that the quality will meet our standards of excellence. If we fail to meet these expectations, we will make it right by replacing the product or refunding the purchase price to the Guest. 

Guest complaints are a part of any retail business. While we strive for perfection every day in every aspect of our business whether it is building the perfect arrangement for our customers, arrangement design, or delivery, occasional errors and delays are inevitable. Because they will happen so infrequently, you can and should always turn these unplanned situations into opportunities to show your customers how important their business is to you, and how well you can provide a high-quality product when you are given a second chance. 

We must offer our Guests a resolution to any issues they experience on their first call to us. Issues that are not handled quickly inevitably lead to a loss of revenue for our stores. This includes, but is not limited to, refunds issues and charge backs. 

We enforce a strict resolution timeframe for any Guest issues that requires a store to take action. You must resolve complaints within same-day of the complaint being entered into Edible Connect (Guest Connection). 

A Customer has the right to get and/or Customer Service has the right to issue a refund in the following delivery circumstances:Customer reaches out to report that they did not receive their order on their paid-for delivery dateCustomer reaches out to report that they/their recipient did not receive their order within 1 hour of placing for a 1 Hour Delivery order***Customer reaches out to report that they/their recipient did not receive their order before 5pm for an order being delivered to a Business Address**Customer reaches out to report that they/their recipient did not receive their order before 7pm for an order being delivered to a Residential address**
All other inbound issues (Quality, Missing Item(s), Other) are reported by the corporate team back to the fulfilling Store to resolve within 24 hours.

**Exception is the holiday hours

***We don't offer 1 hour delivery on peak holiday (V-Day and M-Day) periods.

Complaint tickets must be updated to include: 

Attempts to contact the Guest (timed and dated)

Conversations with the Guests

Ultimate resolution to the issue

All communication in Edible Connect (Guest Connection) must appropriately reflect our brand values and be presented in a professional manner. These tickets will only be closed when the above steps have been taken and documented. 

As of September 1, 2020. We are changing our Certified Happiness guarantee from 48 hours to same day resolution, with the exception of holidays. This is to ensure that Guests are getting responses in a timely manner.

We are instituting a $9.99 fee for every non-shipping issue that has to be resolved by the Support Center. We believe this will result in fewer full refunds. It will also allow you to better own your relationship with your Guests.

We have invested in a new system called Yext. It provides a central platform that allows you to manage reviews across over 100 different listing pages. The eCommerce team will be scheduling a series of webinars to provide you with training on this new tool.

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