Hershey Customer Service: Product Complaints & Food Safety Help

Hershey customers may need help with a product complaint, food safety concern, possible contamination, allergen question, recall notice, stale or melted candy, damaged package, missing or incorrect product, coupon issue, hard-to-find item, online store order, Chocolate World question, or feedback about a Hershey brand.

The Hershey Company makes and markets a large family of chocolate, candy and snack brands, including HERSHEY’S, REESE’S, HERSHEY’S KISSES, KIT KAT, JOLLY RANCHER, TWIZZLERS, ICE BREAKERS, YORK, ALMOND JOY, MOUNDS, HEATH, WHOPPERS, MILK DUDS, PAYDAY, SKINNYPOP, PIRATE’S BOOTY and DOT’S HOMESTYLE PRETZELS.

Hershey customer-service information reviewed and updated in June 2026.

How To Contact Hershey Customer Service

• Hershey U.S. Consumer Relations: 1-800-468-1714
• Hershey Text Support: 1-800-468-1714
• U.S. Consumer Support Hours: Monday–Friday, 9:00 a.m.–9:00 p.m. Eastern Time, except holidays
• Hershey Chat Support: Available Monday–Friday, 9:00 a.m.–6:00 p.m. Eastern Time, except holidays
• Hershey Online Contact Form: Contact The Hershey Company
• Hershey Product FAQs: Review Hershey product and ingredient FAQs
• Hershey Products and Brands: Explore Hershey brands
• Search Hershey Products: Search Hershey products and flavors
• Dot’s Homestyle Pretzels: 1-800-816-9644
• SkinnyPop: 1-833-876-7267
• Pirate’s Booty: 1-800-813-5809
• Hershey Canada: 1-800-468-1714
• Hershey’s Store Online Order Support: 1-855-575-0696
• Hershey’s Store Email: shop@hersheys.com
• Hershey’s Chocolate World: 1-717-534-4900
• Hershey Privacy Requests: 1-800-468-1714
• Consumer Relations Mailing Address: Consumer Relations Department, The Hershey Company, 19 East Chocolate Avenue, Hershey, PA 17033
• Corporate Address: The Hershey Company, 19 East Chocolate Avenue, Hershey, PA 17033
• Website: www.TheHersheyCompany.com

Important: Hershey product complaints should go to Consumer Relations at 1-800-468-1714 or through the official contact form. Hershey’s Chocolate World, Hersheypark, Hershey Entertainment & Resorts and the Hershey’s online store may use different support routes.

Choose the Correct Hershey Support Route

• Product complaint, stale candy, melted chocolate, damaged wrapper or ingredient question: Call 1-800-468-1714 or use the Hershey contact form.
• Allergen, gluten-free, kosher, vegan or zero-sugar question: Review the product label and Hershey FAQs, then contact Consumer Relations if still unsure.
• Recall or food safety concern: Keep the package and product if safe, photograph the code information and contact Hershey Consumer Relations.
• Dot’s Homestyle Pretzels: Call 1-800-816-9644.
• SkinnyPop: Call or text 1-833-876-7267.
• Pirate’s Booty: Call 1-800-813-5809.
• Hershey’s Store online order: Call 1-855-575-0696 or email shop@hersheys.com.
• Hershey’s Chocolate World visit, tickets or attraction question: Call 1-717-534-4900.
• Hersheypark or Hershey, PA travel: Contact Hershey Entertainment & Resorts, not The Hershey Company consumer product line.
• Careers: Use the Hershey careers site.
• Media request: Use The Hershey Company media-contact route.
• Privacy request: Use Hershey’s privacy portal, call 1-800-468-1714, or write to the Consumer Relations Department.

Information To Gather Before Contacting Hershey

• Brand name
• Exact product name
• Flavor or variety
• Package size
• UPC or barcode number
• “Best by,” “best before” or date code
• Lot code, manufacturing code or production code
• Store name and location
• Purchase date
• Receipt or order confirmation
• Photos of the front and back of the package
• Photos of the UPC and date code
• Photos of the product issue
• Whether the package was sealed when opened
• How the product was stored
• Whether anyone ate the product
• Whether anyone had an allergic reaction or illness
• Previous case number from Hershey
• The specific resolution requested, such as product guidance, replacement, refund review, coupon, food safety investigation or recall clarification

Do not publish full names of children, home addresses, phone numbers, email addresses, receipt images with payment information, medical details, allergy records, order confirmations, or private account information in a public review.

Common Reasons Customers Contact Hershey

• Product tasted stale or old
• Chocolate melted before purchase
• Chocolate turned white, tan or gray
• Product looked unusual
• Possible mold, foreign material or contamination
• Package was damaged or open
• Product was missing from a multipack
• Wrong product in package
• Product count seemed incorrect
• Allergen or ingredient question
• Gluten-free, kosher, vegan or zero-sugar question
• Recall concern
• Coupon request or coupon problem
• Replacement product or refund question
• Product discontinued or hard to find
• Online store order issue
• Chocolate World visit question
• Dog ate chocolate
• Privacy or data request
• Product idea or suggestion

Hershey Product Complaint Help

If a Hershey product appears defective, stale, melted, contaminated, mislabeled, damaged, underfilled or incorrectly packaged, contact Consumer Relations with the package details.

Before Calling About a Product Complaint

1. Stop eating the product if something seems wrong.
2. Save the package and remaining product if safe.
3. Take clear photos of the product, wrapper, box, UPC and date code.
4. Write down the store name and purchase date.
5. Keep the receipt if available.
6. Call 1-800-468-1714 or use the online contact form.
7. Ask whether Hershey wants the product retained, photographed or discarded.
8. Request a case number.
9. Follow any food safety, recall or return instructions provided.

Do not mail candy, wrappers, foreign material, food samples or damaged packaging unless Hershey specifically instructs you how to handle the item.

Possible Food Safety Concern

Food safety concerns should be handled more carefully than ordinary taste or packaging complaints. Examples include possible mold, insects, foreign material, chemical odor, broken seal, undeclared allergen, illness after eating, or a product that appears unsafe.

Safety Steps

• Do not continue eating the product.
• Keep the package if safe.
• Keep the remaining product separate from other food.
• Take photos before discarding anything.
• Record when the product was eaten and when symptoms began, if illness is involved.
• Contact a medical professional for health concerns.
• Contact the store if an immediate refund or replacement is needed.
• Report the product details to Hershey Consumer Relations.

CustomerServiceNumbers.com cannot determine whether a food product caused illness or whether a product is safe to consume. For medical symptoms, allergic reactions, foodborne illness concerns or emergencies, seek appropriate medical or public-health guidance.

Foreign Material, Mold or Contamination Complaint

If a product appears to contain foreign material, mold, insects or another possible contamination issue, preserve evidence before contacting support.

What To Document

• Photos of the item inside or next to the package
• Photos of the wrapper, bag, box or multipack
• UPC and date code
• Best-before date
• Store name and location
• Purchase date
• How the product was stored
• Whether the package was sealed
• Whether other pieces from the same package were affected
• Whether anyone ate the product

Keep the package until Hershey explains whether it needs more information. Package codes are often essential for a quality or safety investigation.

Chocolate Turned White, Gray or Tan

Chocolate can develop a white, gray or tan coating when it has been exposed to heat or humidity. Hershey describes this as cocoa butter bloom or sugar bloom. Bloomed chocolate may still be safe to use, but flavor and texture can change.

Before Reporting Bloomed Chocolate

• Check whether the product was exposed to heat.
• Check whether the package was sealed.
• Check the best-before date.
• Take photos of the chocolate and wrapper.
• Record the store and purchase date.
• Contact Hershey if the appearance, smell or texture seems abnormal.

Do not consume a product that smells wrong, appears moldy, has foreign material, or may have been contaminated.

Allergen and Ingredient Questions

Hershey’s FAQs state that the company lists major allergens on product labels and encourages consumers to check the ingredient label on the package each time before purchase because ingredients can change.

Before Eating a Product With an Allergy Concern

• Read the package label every time.
• Check the ingredient list.
• Check any “contains” statement.
• Check advisory or cross-contact language.
• Confirm the exact flavor, size and package type.
• Do not rely on old packaging or online images.
• Contact Hershey Consumer Relations before eating if unsure.
• Contact a medical professional for allergy-management advice.

Ingredient and allergen information can vary by product, size, package, country and production period. The package in your hand is the most important source of current ingredient and allergen information.

Gluten-Free, Kosher, Vegan and Zero-Sugar Questions

Hershey provides online product lists and FAQs for gluten-free, kosher, vegan and zero-sugar products. These lists can change as products, recipes and manufacturing practices change.

Before Relying on a Dietary Claim

• Check the current product page.
• Check the product package.
• Confirm the exact variety and size.
• Check whether the product is seasonal or limited edition.
• Contact Hershey Consumer Relations if the package and website appear to conflict.

Do not assume that every item within a brand family has the same dietary status. A standard product, seasonal product and miniatures version may have different labels.

Dog Ate Hershey Chocolate

Hershey’s FAQ says chocolate should not be consumed by dogs and advises contacting a veterinarian immediately if you suspect a dog has eaten chocolate.

Information a Veterinarian May Need

• Dog’s weight
• Type of chocolate or candy
• Amount eaten
• Time eaten
• Whether wrappers were eaten
• Symptoms observed
• Product package or ingredient list

Do not wait for a consumer-service response if a pet may have eaten chocolate or candy containing harmful ingredients. Contact a veterinarian, emergency animal hospital or pet poison hotline promptly.

Product Recall Questions

Food recalls usually apply to specific products, package sizes, UPCs, lot codes, date codes, manufacturing locations or date ranges. Do not assume every item from a brand is affected unless the recall notice says so.

How To Check a Hershey Recall

1. Read the recall notice carefully.
2. Compare the product name.
3. Compare the package size.
4. Compare the UPC.
5. Compare the lot code and date code.
6. Check whether the product was sold in your area.
7. Follow the recall instructions for disposal, return, refund or replacement.
8. Contact Hershey if you cannot determine whether your product is included.

Recalled food should not be consumed, donated or given to others. Follow the specific instructions in the recall notice.

Product Availability and Hard-To-Find Items

Hershey says consumers can use product pages and “Shop Now” options to find retailers near them. Product availability can vary by store, region, season, limited-edition status and retailer.

Before Contacting Hershey About Availability

• Identify the exact product name.
• Identify the flavor or variety.
• Identify the package size.
• Search Hersheyland product pages.
• Check nearby retailers online.
• Call the store before driving if the item is important.
• Ask Hershey whether the product is discontinued, seasonal, limited edition or regional.

A product may be temporarily out of stock, renamed, reformulated, regionally distributed, available only through certain retailers, or discontinued.

Coupons, Replacement Products and Refund Questions

Hershey’s contact page notes that the company does not send coupons upon request, though coupons may be offered through newspapers, retail flyers and stores from time to time.

For a product-quality complaint, Hershey may still ask for product details and decide what resolution is available. That could differ from simply requesting coupons without a product issue.

Before Asking for a Replacement or Refund Review

• Keep the product and package.
• Keep the receipt if possible.
• Provide the UPC and date code.
• Explain the product issue clearly.
• Include photos when using the online contact form.
• Ask whether the store should be contacted first.
• Ask whether Hershey needs the product retained.

Retailers may handle immediate store refunds or exchanges, while Hershey Consumer Relations can help with product-quality investigation and brand follow-up.

Hershey’s Store Online Order Help

The Hershey’s Store sells candy, gifts, apparel and exclusive items online. Online store support is different from ordinary packaged-food product support.

• Hershey’s Store Phone: 1-855-575-0696
• Hershey’s Store Email: shop@hersheys.com
• Online Store Website: shop.hersheys.com

Common Hershey’s Store Issues

• Order not received
• Shipping delay
• Gift order problem
• Melted product shipment
• Damaged package
• Missing item
• Wrong item shipped
• Refund or replacement question
• Promo code problem
• Accessibility issue with the online store

Have the order number, account email, shipping address, photos and tracking number ready before contacting online store support.

Hershey’s Chocolate World and Hersheypark Confusion

The Hershey Company, Hershey’s Chocolate World, Hersheypark and Hershey Entertainment & Resorts are often confused because they all use the Hershey name.

• Hershey product complaint: Contact The Hershey Company at 1-800-468-1714.
• Hershey’s Chocolate World visit: Call 1-717-534-4900.
• Hersheypark, hotels, entertainment or resort question: Contact Hershey Entertainment & Resorts.
• Hershey’s Store online purchase: Call 1-855-575-0696 or email shop@hersheys.com.

Using the correct route matters. A park ticket, hotel reservation or Chocolate World visit issue will not usually be resolved through the packaged-food consumer relations line.

Product Ideas, Donations and Careers

Hershey’s contact form includes topics for ideas, donations, careers and company information. These are not the same as product complaints.

• Product ideas: Use Hershey’s official idea-submission route.
• Donation questions: Use the donation or community topic in the contact form.
• Career questions: Use the Hershey careers site.
• Media questions: Use Hershey’s newsroom or media contact route.

For product quality, food safety, allergens or packaging complaints, use Consumer Relations instead.

Hershey Privacy Requests

Hershey privacy requests can be submitted through Hershey’s privacy portal, by calling 1-800-468-1714, or by writing to:

Consumer Relations Department
The Hershey Company
19 East Chocolate Avenue
Hershey, PA 17033

Privacy requests are not the same as product complaints, missing online orders, Chocolate World questions or retailer refund requests.

Hershey Scam Emails, Fake Coupons and Fake Giveaways

Scammers may impersonate Hershey with fake coupons, fake giveaways, fake recall refunds, survey scams, social media messages or false job offers.

Warning Signs

• The message asks for your full card number.
• The sender asks for a password or verification code.
• The coupon looks too good to be true.
• The link does not go to a Hershey-owned website.
• The sender claims you must pay a fee to receive a prize.
• The offer asks for gift cards, cryptocurrency or wire transfer.
• The message asks for Social Security number or banking information.
• The job offer does not come through an official Hershey careers process.

Open Hershey’s website directly rather than clicking suspicious links. Contact Hershey Consumer Relations if a coupon, recall, refund, product message or promotion looks suspicious.

How To Escalate a Hershey Complaint

1. Start with Consumer Relations. Call or text 1-800-468-1714 or use the Hershey contact form.
2. Keep the package. The UPC, date code and lot code are often necessary for investigation.
3. Take photos. Include the product issue, front and back of package, UPC, date code and receipt when available.
4. Contact the retailer when immediate refund or exchange is needed. The store may handle the transaction faster.
5. Request a case number. Save the date, representative and promised action.
6. Follow recall instructions when a recall is involved. Do not consume, donate or give away recalled food.
7. Contact a medical professional, veterinarian or public-health agency when appropriate. Use this route for illness, allergic reaction, pet ingestion or urgent health concerns.
8. Use the correct Hershey route. Online store, Chocolate World, Hersheypark and product complaints are separate support categories.
9. Use outside agencies when appropriate. Depending on the issue, options may include the FDA, USDA, state or local health department, consumer-protection office, payment-card issuer or state attorney general.

Clearly state the requested resolution, such as product-quality investigation, recall clarification, ingredient help, refund guidance, replacement review, coupon issue, online order correction or product-availability answer.

Hershey Customer Reviews and Complaint Sentiment

At the time this page was updated, the CustomerServiceNumbers.com review module displayed a Hershey rating of 0 out of 5 stars based on zero reviews.

Because no reviews have been submitted on this page, there is not yet enough CustomerServiceNumbers.com feedback to identify complaint patterns or measure Hershey’s current customer-service performance for product quality, food safety, allergens, recalls, coupons, online store orders, product availability or packaging issues.

The previous article included broad statements that customers often praise Hershey’s taste, variety and customer service while some complain about customer service, product availability and packaging. Those topics may be relevant to consumers, but they were not supported by reviews submitted on this page, so this revision separates practical product-help topics from CSN review sentiment.

What To Include in a Hershey Review

• The brand and product name
• The flavor or variety
• The store or website where it was purchased
• The purchase date
• Whether the issue involved product quality, packaging, allergens, recall, online order, Chocolate World, product availability or customer support
• Whether Hershey was contacted
• Which support route was used
• Whether a case number was provided
• Whether the retailer was contacted
• Whether a refund, replacement, coupon, investigation or other resolution was offered
• Whether the issue was ultimately resolved

Do not publish full home addresses, phone numbers, email addresses, payment-card details, medical details, children’s information, allergy records, receipt images with card information or other sensitive personal information.

What To Expect When Contacting Hershey

• Consumer Relations may ask for the UPC, date code and product name.
• Photos may be useful for quality, packaging or damage complaints.
• The retailer may handle immediate refund or exchange requests.
• Hershey may investigate product-quality concerns separately.
• Allergen questions should be checked against the current package label.
• Coupons are not generally sent just upon request.
• Hard-to-find products may be seasonal, regional, limited edition or discontinued.
• Chocolate bloom can happen after heat or humidity exposure.
• Dog ingestion of chocolate should be handled with a veterinarian, not ordinary customer service.
• Hershey’s Store, Chocolate World and Hersheypark use different support routes.

Hershey Frequently Asked Questions

What is the Hershey customer-service phone number?

The Hershey Company U.S. Consumer Relations number is 1-800-468-1714.

Can I text Hershey customer service?

Yes. Hershey lists 1-800-468-1714 as a U.S. call-or-text number.

What are Hershey customer-service hours?

Hershey currently lists U.S. call-or-text support as Monday through Friday, 9:00 a.m. to 9:00 p.m. Eastern Time, except holidays. Chat is listed as Monday through Friday, 9:00 a.m. to 6:00 p.m. Eastern Time, except holidays.

Does Hershey offer chat support?

Yes. Hershey lists chat support Monday through Friday, 9:00 a.m. to 6:00 p.m. Eastern Time, except holidays.

How do I contact Hershey online?

Use The Hershey Company contact form and choose the subject that matches your question, such as product feedback, ingredients, allergens, gluten, coupons, where to buy or baking questions.

What information do I need for a Hershey product complaint?

Have the product name, brand, package size, UPC, date code, store, purchase date, photos and receipt if available.

What should I do if I think a Hershey product is unsafe?

Stop eating it, keep the package if safe, take photos, contact Hershey Consumer Relations and seek medical or public-health guidance if illness or allergic reaction is involved.

Why did my Hershey chocolate turn white?

Hershey explains that heat or humidity can cause cocoa butter bloom or sugar bloom. Bloomed chocolate may still be safe to use, but flavor and texture can change.

How do I check allergens in a Hershey product?

Read the package label every time and check the ingredient list and allergen statements. Contact Hershey if you are unsure about a specific package.

Does Hershey list gluten-free products?

Yes. Hershey provides gluten-free product information online, but consumers should still check the current package label before purchasing or eating.

Can Hershey send me coupons?

Hershey’s contact page says it does not send coupons upon request, though coupons may appear through newspapers, retail flyers and stores from time to time.

How do I find where a Hershey product is sold?

Use Hersheyland product pages and “Shop Now” options to find retailers near you, or contact Hershey if a product appears discontinued or hard to find.

What should I do if my dog ate Hershey chocolate?

Contact a veterinarian immediately. Hershey’s FAQ says chocolate should not be consumed by dogs.

What is the Hershey’s Store online order number?

For Hershey’s Store online order questions, call 1-855-575-0696 or email shop@hersheys.com.

What is the Hershey’s Chocolate World number?

Hershey’s Chocolate World in Hershey, Pennsylvania can be reached at 1-717-534-4900.

Where is The Hershey Company headquartered?

The Hershey Company is headquartered at 19 East Chocolate Avenue, Hershey, Pennsylvania 17033.

Related Food and Candy Customer Service Pages

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Related Consumer Resources

• FDA Food Recalls and Safety Alerts
• FoodSafety.gov Recalls and Outbreaks
• Research an Unknown Hershey or Candy Store Charge
• Check a Suspicious Hershey Coupon, Giveaway or Refund Message
• Read and Share Food Company Reviews
• Find Chat and Online Customer-Support Options

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate company-support information and share customer-service experiences since 2004. We independently organize verified contact routes, common product problems, complaint information and practical escalation steps.

Our goal is not simply to publish one phone number. For Hershey, consumers may need different routes for product complaints, allergens, food safety, recalls, online store orders, Chocolate World, Hersheypark confusion, hard-to-find products, privacy requests, coupons and brand-specific snack support.

Reviews may be moderated for spam, profanity, scams and personally identifiable information while preserving the reviewer’s original meaning.

Share Your Hershey Customer Service Experience

Have you contacted Hershey about chocolate, candy, snacks, a product complaint, allergen question, recall, coupon, product availability, online store order, Chocolate World issue or customer-service concern?

Leave a rating and review below. Include the product name, issue type, support route used, whether Hershey opened a case, whether the retailer was contacted, how long assistance took and whether the problem was resolved.

Do not publish full home addresses, phone numbers, email addresses, payment-card details, children’s information, medical details, allergy records, receipt images with payment information or other sensitive information.

Disclaimer: CustomerServiceNumbers.com is an independent consumer website and is not affiliated with The Hershey Company, Hershey’s, Reese’s, Kit Kat, Jolly Rancher, Twizzlers, SkinnyPop, Pirate’s Booty, Dot’s Homestyle Pretzels, Hershey’s Chocolate World, Hersheypark, Hershey Entertainment & Resorts, the FDA, FoodSafety.gov, any retailer or any public-health agency. Hershey does not provide customer support through this website. Food safety, allergen and recall information on this page is general consumer information and is not a substitute for medical, veterinary, public-health or official recall guidance.