Xo Marshmallow

TLDR: customer service refused to make melted order right. Full explanation below. I try to support small businesses when I can but ordering online from XO Marshmallow was one of the worst experiences I’ve had the displeasure of having. First of all, it was shipped Ground in the middle of summer (July 7 in California) was supposed to be delivered Friday but instead sat in the warehouse at the shippers on the hottest weekend (116 degrees) and was delivered the following Monday. The small ice packs that they included were hot packs by the time it got to me. Almost everything was in various stages of melting with condensation. The card included in the box said NOT to refrigerate, and if there was a problem with my order I had a short period of time to reach out to customer service. I contacted them immediately with pictures (everything still in boxes because I was afraid if I opened everything to show the extent of melting that they’d void any claim I had). The worst part was they admitted the cone (most obviously melted) was affected but didn’t offer a refund OR replacement for it. I emailed back to express my disappointment as a first-time customer in not only the lack of service, but a lack of empathy to the situation. Never received a response or apology. Steer clear of this company if you value your time and money. I’ve attached pictures of their email and a few of the ruined products I received.

Colorful shop with friendly service. Another friend who was with us defective it as "dainty". Everything at XO is *gluten-free* so I was very excited to bring a friend with a severe gluten intolerance so she could enjoy a safe shopping trip. I wish prices were a little lower, for 2 boxes of marshmallows (one was a specialty box) and 2 treats from their display case it was $39 after tax.

I ordered the bubblegum, butter beer, lavender honey, s’mores cup, and cookies and cream marshmallows from the online store. Not to be dramatic, but possibly the worst things I have ever put in my mouth. I had my whole family try them, and I was not the only one who felt that way. The flavors were horrid, left and bad taste in our mouths, and we were not able to finish even 1 marshmallow. I wasted $50 on these, hoping they would be amazing, and I am now not able to get a refund for them. Wish I had never bought from them. Customer service was nice, but they won’t give me a refund at all. Extremely disappointed.

Happiness is.....XO Marshmallow. From the free (over $25) fast shipping, to the many different flavors and all the GF treats. Did I go overboard on my first order? Yes. Do I have any regrets? That my husband is also enjoying the treats. My order also came with some free marshmallows not sure how or why but hey they’re amazing and the one type my husband doesn’t like. 😉 I found this company on TikTok of all places and they just make me so happy! The thought and care that goes into the packaging will make me a repeat customer!!