The Popcorn Factory

I ordered early for Christmas delivery. I selected December 18 as the delivery date. My orders never shipped. I emailed customer service and was told two orders shipped on December 14, but no tracking information was available. A day later when I called to get tracking (never showed shipped or my tracking numbers in my order history), I was told the orders were "queued for shipping" and never actually shipped. After THIRTEEN different people (phone, chat, email), I was finally offered different items to be shipped without a Christmas delivery guarantee. After demanding something else as this wasn't acceptable for Christmas, I was finally told that they would waive the expedited shipping as a courtesy and reship two different items of equal value. One of the items was personalized (which the rep knew) and didn't tell me they were shipping a non personalized item instead. Once I realized this, I requested a refund because I'd put my family's photo on the tin. I was told there was nothing they could do because they'd already waived the expedited shipping instead. I called back and got a different person who said he'd waive the personalization fee, but nothing else. Such terrible, terrible, terrible, TERRIBLE customer service. After all was said and done, they did credit back three random amounts to my credit card and the "alternate" gifts arrived later than my selected shipping date. I've ordered from The Popcorn Factory and the 1800Flowers brands for years, but this will be my absolute last time ordering from The Popcorn Factory. I understand things sell out and glitches happen, but your customer care was absolutely terrible in handling the situation. I first contacted you in plenty of time to get things resolved and you took ZERO CARE in helping your customer.

I placed an order with Popcorn Factory for their infamous popcorn on November 27. I paid an exorbitant amount (nearly as much as the popcorn) for shipping to ensure it arrived December 18 thinking even if it arrived a couple days later at least it would make it to the Family before Christmas if there were any gliches. So what does Popcorn Factory do to save themselves $$, they take the cheapest shipping way out and ship via UPS MAIL INNOVATIONS at the very last moment to make it impossible to make a December 18 or any other date near to Christmas. Shipping has been a nightmare. I kept calling over a week before it's expected date asking when it would ship being ensured it would ship FedEx expedited and get there on time. HA! Yes it was supposed to go via FedEx and my order still has that except it is a UPS MAIL INOVATIONS Tracking # (which I had to call twice about to even find out what they did). They shipped it this way last minute and it is FINALLY with USPS where their tracking now says the date of arrival is DECEMBER 31st! This was a CHRISTMAS GIFT! Not a NEW YEARS GIFT! There is NO EXCUSE for this. They had plenty of time to get this shipped out ON TIME and if they chose to take the cheap way out and pocket the exorbitant shipping fee they charge, then they should have planned to send it MUCH MUCH EARLIER to ensure the date they promised. The date is now 13 days after the promised date. NEVER AGAIN will I order from Popcorn Factory. Terrible from processing to shipping to delivery and the customer service reps have no idea what they are doing. All around fiasco.

Wow, I cannot believe no one else has reviewed this site... interesting. Anywhoo, I've made exactly two purchases, wait, I've ATTEMPTED to make two purchases from the Popcorn Factor's website and both times got jacked - I placed an order for Valentine's Day and not only did my item not arrive in time, but it was the wrong item... oh, and I didn't find out until I called them to find out where the heck my gift was, on Valentine's Day, because it was supposed to arrive the previous day, thus giving me plenty of time to prepare, package, etc. Turns out their information was completely different than my receipt (how in the world does that happen with today's technology?) and then offered me a full refund and a 20% off coupon for a future purchase. OK, so here comes their second chance - a month later I attempted to order something for my Dad's birthday and went through a similar experience - I purchased, got an email receipt, and then was informed 2 days later that the item I purchased, (and consequently was already charged for which I found out is illegal - a business cannot charge your card until your item is shipped or has been shipped), was no longer available. It's like that bit on Seinfeld when he tried to rent a car - "You know how to TAKE a reservation, but you don't know how to KEEP the reservation." That's the Popcorn Factory - they are very good at taking orders but horrific at fulfilling them. Sure I got full refunds each time but just because you rob a bank and give the money back the next day doesn't mean you're in the clear as the amount of time I ended up wasting on these two attempted transactions was not worth me simply getting my money back, which took 3 business days longer than their customer service team advised it would and yes, in both cases. So overall, at least for me, they failed miserably after two attempts so I won't be back.

Will never order from this company again. Ordered something for Valentines Day and their website said it would be there by 2-14-2020. Tracking now says it won't get there till 2-18-2020. When I called them they tried to say that because I picked the 13th for delivery, that was why it was going to be late. When I told them I never picked a delivery date they then changed their story and said that they never handled my order. That I placed it on line and that is why? Then they said that they never said it would be there by the 14th that it was somewhere between the 13th and 18th. When I told her she was wrong and on my order and their website it clearly stated that it would be there by the 14th she just kept repeating the same thing. She then tried to tell me that Fed Ex was showing that it was in the town that it was being delivered to. I then told her that I was looking at their website and that it was not it was in a different town. It was just one lie after another. She eventually offered me a $10 coupon for another order. I told her there was no way I would ever order anything from their company again. BEWARE YOU WILL NOT GET YOUR ORDER WHEN THEY PROMIS AND THEY WILL LIE ABOUT IT.

STAY AWAY this popcorn is popped MONTHS before you receive it! I have ordered numerous times from this company and numerous times called to complain although their customer service is perfect, their product is horrible even the replacements! This company uses NUMEROUS preservatives BHT, BHA and TBHQ they claim they donot BUT... how does popcorn stay CRUNCHY if you leave it open in the air? I will NEVER purchase from this company again, at one time this was the BEST GOURMET popcorn around, now it turned into its name popcornFACTORY yes a FACTORY! This company should no longer use the word Gourmet, because GOURMET means there is more to process a good popcorn, you use your hands NOT a machine or preservatives to process. I am a popcorn fanatic and I did so much research trying to find a GOURMET popcorn that is healthy and not loaded with preservatives, i think I finally found a company that thinks the way i do, i have ordered 3xs already and i can honestly say International Popcorn in NJ is far the best gourmet popcorn ever, you can really taste the difference its amazing.