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 holidays. 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 won't order from the company again.

I placed my first Schwan's order on April 20 when I was told that I would receive 40% off my first purchase up to $40. Promo code NEW40.

My first order totaled $114.90 before the $40 discount. Because of item shortages my first and only order was received in two different deliveries... April 22 and April 28. The first delivery totaled $66.93 with a discount of $7.75... not the $26.77 as promised. Because some of the items were out of stock Brenda encouraged to to try some items not on the original order which I did. The second delivery totaled $47.97 with a discount of $5.61... not $13.23 as promised. Instead of $40 I received only $13.36. INSTEAD OF 40% OFF MY ORDER, I GOT ONLY 12%.

My delivery driver said he could not do anything about billing inaccuracies. I was to contact customer services to make the adjustments. I sent copies of the original order, the first delivery invoice and the second delivery invoice to the customer service email I was given. I got an email back saying "we have discontinued the use of email as a "contact us" channel.

I then called a phone number I found online. On May 3rd I spoke with Larry for 27 minutes. Larry said they would process the adjustment but it might take a little time to show up on my credit card.

May 27th I spoke with Ashley for 63 minutes. Ashley was wonderful and handled my frustrations with great professionalism. After I explained my first purchase of Schwan's Foods and not getting the promotion that I was offered, Ashley said she need to check with her manager. After a while Ashley came back on the phone saying that her manager said they do not offer refunds. This was not a refund, I did not return anything and request a refund. Schwan's did not charge me what they said they would. After the purchase they changed the terms of the discount. That is false advertising... fraud. Ashley went back and forth with her manager several times. Later in the conversation I learned that Ashley worked from home so her manager was not even in the same building. That was the reason that it took her longer to reach her manager. After telling Ashely to tell her manager that I would never purchase from Schwan's again and that I would be sharing my experience with others on my local social media, I was told that Schwan's would adjustment my credit card.

Today, May 31 I see that my account has been credited $16.94... not the $26.64 that I was owed.

My apologies to delivery drivers Brenda and Eric. I realize you have a difficult job and depend on your customers for a paycheck. This has taken way too much of my time and it still isn't correct.

Schwans SOLICITED ME via my PRIVATE text messages ON MY CELL PHONE and offered me a one-time coupon "DISC". To try their products. I picked my food OUT *(LAST Friday) and got a delivery date FOR today- 4 days later on Mon, Nov 1. I WAITED PATIENTLY - 4 DAYS (AND ALL DAY TODAY) and when he FINALLY got *******@6pm and had ALL THE FOOD I had ordered LAYING IN MY KITCHEN In a schwans bag- he informed me "the coupon I was solicited with - "WASNT ANY GOOD FOR TODAY." HE COULD SELL ME THE FOOD at a little discount - but not at the TRY ME discount they sent me?" What? " I'd have to wait 5 more days to use that coupon and not get any food tonight AT ALL". (because that coupon was a new client ONLY) one time ONLY offer.? And buying some food tonight to put in my fridge tonight would FOREVER VOID THE ORIGINAL bait OFFER. OMG Of course I declined as a matter of " BIG-TIME PRINCIPLE "
I CAN PAY MORE AND GET LESS AND VOID THE OFFER WE GAVE YOU MS THING.?!?!":$-#( YEA RIGHT. I WILL NOT USE THIS COMPANY BUT "THiS ONE TIME" AND NEVER AGAIN. What they did tonight was outrageous. My cuboards were bare. Much like most - I live on a budget and I'm disabled. Running off to the store at now@ 7pm is out of the question. I'm beyond pissed. I can't NOT EAT FOR 5 MORE DAYS if I want the discount they lured me with BUT REFUSED TO HONOR TODAY as I watched him drag my total $120 order out the door and honesty *( he coulda CARED LESS that I'd have to do this all over again. CARED LESS. *(this dog and pony show all over again in 5 more days) to get what he should have HONORED STANDING IN MY KITCHEN TODAY WITH ALL MY FOOD IN A BAG - in hand IN MY KITCHEN. He dragged it out of here - and left. My mind was exploding in disbelief. The audacity of the whole thing.

Service. HELL NO. & Nevermind common. Sense? How bout some small manner of business decency? A new customer already took the bait and waited her turn. You show up and will sell me the food for $16 more than I was offered but you can't honor your solicitation til THE END OF THIS WEEK. Uh - no thanks. I was promised delivery today. TODAY.
KEEP IT.

CoronaVirus Country & Fish Caught
And Packed in CHINA
Screw Schwans ALASKAN SALMON
Which is KETA SALMON!
DOG FISH!